Customer Success Manager

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Drive Regional Performance: Achieve or surpass renewal targets, sales growth objectives, and customer satisfaction goals for the LATAM region.

• Forecast & Strategy: Engage in routine forecast discussions to deliver precise insights into retention challenges and growth prospects within the LATAM portfolio.

• Team Development: Actively mentor and develop Customer Success Managers (CSMs), cultivating a high-performance environment that emphasizes accountability and continuous enhancement.

• Operational Excellence: Oversee and manage essential team projects to fruition, ensuring that processes are tailored to meet the unique requirements of LATAM customers.

• Cultural Leadership: Foster an exemplary team culture that encourages inclusivity, collaboration, and a "lead by example" philosophy.

• Advocacy: Act as the "Voice of the LATAM Customer" to global departmental leaders, conveying localized insights, regional challenges, and product impact information to shape the global roadmap.

• Cross-Market Management: Tailor successful strategies to accommodate the distinct needs of various segments, ensuring a uniform level of excellence across K-12, Higher Education, and Professional/Corporate markets.

⛳️ Requirements

• Language Proficiency: Professional fluency in both English and Spanish is mandatory; proficiency in Portuguese is highly desirable.

• Education & Experience: Bachelor’s Degree or at least 5+ years of experience in Customer Success or People Management, ideally within the SaaS or EdTech sector.

• Regional Expertise: A proven ability to navigate the LATAM business environment, including comprehension of regional procurement cycles, educational government regulations, and cultural nuances in business relationship management.

• Results-Oriented: A proven track record of achieving goals and OKRs, particularly concerning renewals, CSAT, and identifying new pipeline opportunities within current accounts.

• Leadership & Ownership: Demonstrated capability to lead and address complex, high-stakes customer escalations.

• Experience in setting clear expectations and managing cross-functional issues to resolution in remote or hybrid settings.

• Mentorship: Strong "team-first" mentality with a demonstrated ability to coach, mentor, and nurture diverse talent.

• Strategic Thinking: Capacity to balance immediate customer demands with long-term business objectives through comprehensive "big picture" thinking.

• Communication: Exceptional verbal and written communication skills, with the executive presence necessary to interact with executive stakeholders throughout the LATAM region.

🏝️ Benefits

• Competitive compensation, along with full-time employees participating in our ownership program - because everyone should have a stake in our success.

• Flexible work culture. Our remote, hybrid, and in-office collaborative spaces vary by role, team, and location.

• Generous time off, including local holidays and our annual “Dim the Lights” period in late December, when teams are encouraged to take a step back and recharge based on departmental needs.

• Comprehensive wellness programs and mental health support.

• Annual learning and development stipends to facilitate your growth.

• The technology and tools necessary to perform your best work.

• Motivosity employee recognition program.

• A culture founded on inclusivity, support, and meaningful connections.