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Job Description
The role involves leading and managing a customer success team for mid-market accounts in Mexico, focusing on driving customer adoption, retention, and growth through both high-touch and digital engagement strategies within a SaaS IoT platform environment.
Key Responsibilities
- Lead and develop the Customer Success team managing mid-market accounts in Mexico.
- Own and improve the Digital Scale customer journey, including automated onboarding, adoption, renewal, and engagement programs.
- Drive customer outcomes through onboarding, adoption, expansion, and renewal activities.
- Translate company strategy into operational models and standardize processes for high-touch and digital customer success motions.
- Collaborate with cross-functional teams such as Sales, Support, Product, and Marketing to align on customer success initiatives.
- Manage risk within the customer portfolio by identifying at-risk accounts and developing action plans.
- Monitor performance metrics, analyze engagement data, and optimize digital customer programs to improve retention and growth.
Requirements
- Full professional fluency in English, both written and spoken, required for customer engagement and internal collaboration across the regions.
- 8 years of experience in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts.
- At least 3 years of experience directly managing a team of Customer Success Managers (CSMs) or similar roles, including hiring, coaching, performance management, and career development.
- Proven track record of driving portfolio-level outcomes such as renewal, expansion, adoption, and executive engagement.
- Experience operating in a high-volume, scaled Customer Success environment managing both tech-touch digital and high-touch motions simultaneously.
- Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch Customer Success motions.
- Experience in B2B SaaS or a similarly complex, technology-driven environment.
- Strong executive presence and communication skills, comfortable engaging VP stakeholders internally and externally.
- Data-driven operating style with the ability to interpret dashboards, define KPIs, set guardrails, and translate insights into action.
- Experience managing or collaborating with teams across multiple North American markets and time zones.
- Familiarity with Customer Success tooling such as Gainsight, Totango, ChurnZero, and CRM systems, and experience using these platforms to drive digital programs (preferred).
- Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market Customer Success teams (preferred).
- Background in operations-heavy industries such as transportation, logistics, field services, or manufacturing (preferred).
- Bilingual or multilingual skills in Spanish and/or French Canadian are preferred, given the North American territory scope.
Benefits & Perks
Flexible working model supporting remote, hybrid, or in-office work
Above-market total compensation including base salary, performance-based bonus, and equity
Comprehensive health and parental leave plans
Professional development stipend
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