Regional Manager, Customer Success

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

📋 Description

• Lead and nurture a team of Customer Success Managers who support a portfolio of high-touch, enterprise clients throughout LATAM.

• Collaborate with Sales Regional Vice Presidents (RVPs) to define and implement regional strategies that align customer success objectives with revenue and growth goals.

• Set clear objectives, success metrics, and action plans to drive consistent performance within the team.

• Ensure goal alignment across the team, maintaining the customer journey as the focal point of all decisions.

• Identify areas for enhancement, scaling, and optimization of the customer experience in the region.

• Work cross-functionally to proactively address customer risks and eliminate barriers at scale.

• Influence stakeholders and foster alignment in complex or sensitive situations while preserving strong relationships.

• Utilize data and analytics to guide strategic choices and enhance business outcomes.

• Conduct monthly business reviews with Customer Success leadership, offering insights into performance, risks, and opportunities.

• Effectively allocate accounts and resources to ensure balanced coverage and maximize impact.

• Recruit, mentor, and develop talent, promoting a culture of accountability, growth, and high performance.

• Provide coaching to leaders and Customer Success Managers on best practices, including executive engagement, value realization, and customer lifecycle management.

⛳️ Requirements

• Over 12 years of experience in customer-facing roles within SaaS or enterprise technology settings.

• Demonstrated experience in leading and scaling high-performing Customer Success teams.

• Strong leadership skills, with a proven record of coaching and developing talent across various levels.

• Proven ability to effectively collaborate with Sales leadership to manage and expand a region or territory.

• Experience working with large enterprise clients in a SaaS/PaaS model.

• Strong business acumen with a data-driven approach to decision-making and forecasting.

• Exceptional communication skills and executive presence, both written and verbal.

• Ability to influence cross-functional stakeholders and foster alignment across teams.

• Experience with customer adoption, digital transformation, and change management initiatives.

• Highly organized, adaptable, and resourceful in a dynamic environment.

• A mindset focused on intellectual curiosity and continuous improvement.

• Comfortable working across different geographies and cultures.

• Possess a sense of humor and a collaborative spirit.

🏝️ Benefits

• Real growth opportunities.

• A global collective of world-class talent.

• Working in a diverse and inclusive culture.