Job Details

Location: Mexico (Hybrid; Remote & In-person)
Employment Type: Full-time

About Nysonian
Nysonian builds the next generation of global lifestyle brands; brands that inspire how people travel, move, and live. We create not just products, but experiences that empower people worldwide.

Our fast-growing portfolio includes:

• NOBL Travel - redefining modern travel with design, durability, and performance.
• FLO Pilates - bringing Pilates into homes and wardrobes globally.

With $150M+ in annual revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we're shaping the brands that will define the next decade.

Core Values: Winners' Mindset | Speed with Purpose | Passion for Thoughtful Innovation | Genuineness | No Ego, Full Ownership

About the Role:
The Customer Success Manager (CSM) will lead Nysonian's Customer Experience team, combining strategic leadership with hands-on management to deliver exceptional service, drive SLA/KPI performance, and continuously improve the customer journey. This role is ideal for an empathetic, data-driven leader passionate about building high-performing teams and ensuring excellence in every interaction.

What You Will Do:

• Lead, coach, and mentor the Customer Success & Support team to ensure consistent, high-quality service.
• Monitor and analyze performance metrics (SLA, KPI, customer satisfaction) to identify opportunities for improvement.
• Develop and implement service strategies to improve customer retention, loyalty, and engagement.
• Collaborate cross-functionally with Sales, Operations, and Product teams to optimize the end-to-end customer journey.
• Conduct regular performance reviews, training sessions, and development plans for team members.
• Manage escalations and act as the main point of contact for complex or high-impact customer issues.
• Drive continuous improvement initiatives, leveraging customer insights and performance data to enhance service quality.
• Prepare and present department performance reports to executive leadership.
• Promote a customer-centric culture through accountability, recognition, and professional growth initiatives.

Who You Are:

• Bachelor's Degree in Business Administration, Communications, or a related field.
• Minimum 5 years of experience in Customer Success, Customer Service Management, or Operations Leadership.
• Proven experience managing teams and achieving SLA/KPI performance targets.
• Strong analytical and problem-solving skills; proficiency in CRM systems and reporting tools.
• Excellent leadership, communication, and conflict resolution abilities.
• Fluent in English and Spanish (spoken and written).
• Highly organized with strong attention to detail and ability to manage multiple priorities.
• Customer-first mindset with the ability to translate data insights into actionable results.

Why You'll Love Working at Nysonian:

• Competitive base salary plus performance-based incentives.
• Collaborate with high-performing teams across fast-growing global brands.
• Meaningful opportunities for growth, ownership, and impact.
• A culture built on accountability, transparency, and execution.

Our Commitment:
Nysonian is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities.