Customer Success – Regional Manager

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

📋 Description

• Implement the regional Customer Success strategy in alignment with global company objectives and CS priorities.

• Convert global CS initiatives, processes, and standards into effective execution at the regional level.

• Identify regional trends, customer requirements, market dynamics, and potential opportunities.

• Collaborate with Sales, Professional Services, Support, Product, Marketing, and Finance to ensure a unified customer strategy.

• Take responsibility for regional Customer Success performance, concentrating on NRR, GRR, renewals, churn prevention, and growth opportunities.

• Create visibility into the regional renewal pipeline and assess ARR at risk.

• Manage regional risk and escalation processes for strategic and high-risk accounts.

• Ensure that CSMs have well-defined account plans, success plans, and action plans.

• Collaborate with Sales and Account Management on opportunities for expansion, cross-selling, and upselling.

• Develop and sustain executive-level relationships with key customers in the region.

• Facilitate strategic customer discussions, executive business reviews, QBRs, escalations, and renewal negotiations.

• Serve as an escalation point for critical customer issues and coordinate cross-functional resolutions.

• Relay customer feedback and market insights to Product, Sales, Support, Engineering, and leadership teams.

• Lead, mentor, and develop members of the regional Customer Success team.

• Ensure appropriate customer segmentation, coverage models, and account ownership across the region.

• Collaborate with Talent/HR on recruitment, onboarding, performance management, and organizational design.

• Drive scalable Customer Success processes, tools, and methodologies throughout the region.

• Ensure CRM and Customer Success platforms deliver accurate visibility into customer health, renewals, risks, activities, and outcomes.

• Enhance CSM productivity through automation, AI, Digital CS, and standardized processes.

• Increase visibility and predictability of renewals, churn risk, and ARR at risk.

• Strengthen executive relationships, customer value realization, adoption, regional NRR, and expansion.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Account Management, SaaS, or a related customer-facing role.

• More than 3 years of experience in managing Customer Success teams or leaders.

• Demonstrated experience in managing enterprise and strategic customer relationships.

• Knowledge of SaaS metrics, including NRR, GRR, churn, ARR, renewals, and expansion.

• Experience in cross-functional collaboration with Sales, Professional Services, Support, Product, and Marketing.

• Ability to link customer outcomes to commercial results.

• Experience in developing scalable Customer Success processes and operating models.

• Excellent executive communication, presentation, negotiation, and stakeholder management skills.

• A data-driven approach to decision-making and problem-solving.

• Familiarity with CRM and Customer Success platforms like Salesforce, Gainsight, or similar tools.

• Proficiency in English and Spanish; knowledge of Portuguese is a plus for broader Latin American coverage.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible working arrangements and work-life balance.

• Engaging company culture focused on collaboration and innovation.