Senior Manager, Customer Success Management

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

📋 Description

• Act as the Senior Manager of Customer Success for the LATAM ES region and Mexico.

• Supervise a team of 13–16 Customer Success Managers across various markets.

• Propel gross retention, enhance customer adoption, and foster expansion.

• Recognize at-risk accounts and execute long-term strategies for customer success.

• Recruit, mentor, and empower Customer Success Managers while cultivating a high-performance culture.

• Establish performance benchmarks and deliver focused coaching.

• Manage recruitment, training, capacity planning, and ensure quality assurance.

• Leverage AI and data to assess and enhance customer success methodologies.

• Spearhead significant regional initiatives, customer programs, adoption efforts, and process improvements.

• Drive collaborative objectives with Sales, Partners, and Contract Management teams.

• Function as a second-level escalation point and champion for customer requirements.

• Lead organizational transformation and synchronize teams with changing strategies.

⛳️ Requirements

• Resumes should be submitted in English.

• A minimum of 3 years of management experience leading Customer Success Manager teams in complex, multi-market settings.

• Demonstrated ability to coach, influence, develop, motivate, and empower team members while preserving high morale.

• Proficiency in utilizing AI and data for performance evaluation and informed decision-making.

• Strong grasp of business financial indicators, revenue drivers, and ROI models.

• Expertise in building multi-threaded relationships across customer organizations, from executive decision-makers to everyday influencers.

• Proven history of defining team performance standards and coaching towards them within the LATAM context.

• Track record of meeting objectives and aligning teams around growth metrics.

• Effective communication skills in both small and large group settings, including interactions with senior leadership.

• Highly organized with meticulous attention to detail.

• Self-driven, decisive, and capable of leading teams through organizational change and uncertainty.

• Experience collaborating effectively with all levels of management.

• A successful history of leading initiatives across various functions.

🏝️ Benefits

• Flexible work options, including the choice of Remote or Office settings.

• Opportunities for in-person team and peer connections.

• Support for accommodations related to travel restrictions or other circumstances.

• Assistance with disability accommodations during the hiring process.