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About the role
Key responsibilities & impact- Hire, onboard, and develop a high-performing team of CSMs
- Set clear expectations, goals, and KPIs
- Run structured 1:1s, pipeline reviews, and risk reviews
- Own and continuously improve the Digital Scale journey for Mexico
- Define and execute digital plays in partnership with Marketing and CS Operations
- Analyze engagement data to identify gaps
- Ensure a seamless transition between digital and human-led touchpoints
- Ensure the team drives measurable value for mid-market customers
- Review and elevate Customer Success Plans and Business Reviews
- Manage book-of-business risk and support CSMs in high-stakes moments
Requirements
What you’ll need- 8+ years in Customer Success, Account Management, Consulting, or a related customer-facing role
- 3+ years directly managing a team of CSMs or similar roles
- Proven track record driving portfolio-level outcomes
- Experience operating in a high-volume, scaled CS environment
- Demonstrated ownership or hands-on experience with digital customer journeys
- Experience in B2B SaaS or technology-driven environment
- Strong executive presence and communication skills
- Data-driven operating style
- Ability to build trust and collaborate cross-functionally
- Full professional fluency in English (written and spoken)
Benefits
Comp & perks- Flexible, employee-led remote model
- Professional development stipend
- Comprehensive health and parental leave plans
- Total rewards and benefits designed for high-impact builders
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer Success ManagementAccount ManagementConsultingDigital Customer JourneysData AnalysisB2B SaaSPortfolio ManagementKPI SettingRisk ManagementTeam Management
Soft Skills
LeadershipCommunicationCollaborationTrust BuildingExecutive PresenceData-Driven Decision MakingGoal SettingProblem SolvingInterpersonal SkillsAdaptability