Director- Customer Succes

hace 4 semanas

Mexico City Hays A tiempo completo

Living in México- Remote

Are you a Customer Success Leader passionate about driving SaaS adoption, retention, and team performance? Do you have high English level. Join us as a Customer Success Team Leader and lead a dynamic team of Customer Success Managers (CSMs) to deliver world-class experiences and accelerate customer growth.

Key Responsibilities

- Lead & Coach: Mentor CSMs through regular check-ins, account health reviews, and strategic planning.
- Customer Retention & Expansion: Drive initiatives to improve renewals, reduce churn, and increase Net Revenue Retention (NRR).
- Process Optimization: Standardize playbooks and tools for scalable customer success operations.
- Data-Driven Decisions: Monitor KPIs (renewals, churn, NRR, engagement, satisfaction) and implement strategies for improvement.
- Cross-Functional Collaboration: Escalate critical issues and work with internal teams to resolve risks.
- Continuous Enablement: Provide training on product updates, best practices, and industry trends.

What We're Looking For

- 5+ years in Customer Success, Account Management, or related roles.
- 2+ years in leadership or management.
- Strong knowledge of SaaS metrics (churn, retention, NRR, ARR, adoption).
- Proven experience in SaaS environments; experience with AI-driven automation or Virtual Assistant solutions is a plus.
- Excellent communication, strategic thinking, and relationship-building skills.
- Bachelor's degree in Business, Marketing, or related field (Master's preferred).
- Advanced English proficiency (required).
- Flexible mindset and openness to change

Why You'll Love This Role

- Be at the forefront of Customer Success strategy in a fast-growing SaaS company.
- Work with cutting-edge AI and automation technologies.
- Drive measurable impact on customer satisfaction and revenue growth.

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