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

📋 Description

• Oversee and nurture the SMB segment across the Americas.

• Direct a global team of 6–8 Customer Success Managers responsible for managing over 1,000 clients.

• Enhance customer retention, drive upsells, and foster overall account growth.

• Assist the Director in developing scalable team processes.

• Digitalize the customer journey to enhance user experience.

• Guide CSMs in facilitating strategic conversations with clients.

• Lead and mentor CSMs to achieve and surpass performance objectives.

• Conduct performance evaluations and deliver continuous feedback.

• Analyze customer data and trends to pinpoint opportunities for process improvements and strategic initiatives.

• Report team performance metrics and portfolio health to senior management.

• Handle high-level customer escalations and sustain relationships with key accounts.

• Collaborate cross-functionally with Operations, Sales, and Onboarding to eliminate blockers.

• Promote high-quality work, proactive enhancements, and internal collaboration.

⛳️ Requirements

• Demonstrated success in managing 5+ CSMs within a B2B SaaS context, preferably in an international setting.

• Proven history of successfully closing upsells and managing a substantial number of accounts in a B2B SaaS environment.

• Exceptional communication and interpersonal abilities, with strategic thinking skills that effectively align customer success strategies with business objectives across diverse cultures and time zones.

• Proven capability to navigate complex customer situations and manage de-escalations.

• Proficient in CRM systems, Customer Success tools, and BI tools, with a strong preference for Salesforce.

• Understanding of the SMB market and its unique challenges is preferred.

• Experience in the short-term rental industry is a significant advantage.

🏝️ Benefits

• Equal employment opportunities regardless of race, color, religion, sex, age, national origin, disability, veteran status, pregnancy, sexual orientation, or any other characteristic protected by law.