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Customer Success Team Leader
hace 3 semanas
We're seeking a
Customer Success Team Leader
who will oversee, guide, and coach Customer Success Managers (CSMs) to deliver exceptional customer experiences, drive product adoption, and ensure long-term retention and growth.
This role involves managing team performance, developing strategic customer success plans in collaboration with CSMs, and maintaining strong relationships with key customers.
This role is open in
Mexico City, Colombia
,
and Argentina
Key Responsibilities
- Have regular meetings with the CSMs to monitor accounts' health score, create account plans, follow up on expansion opportunities, share updates, and define priorities.
- Standardize and improve customer success processes, playbooks, and tools to ensure consistency and scalability.
- Drive customer retention, adoption, and expansion initiatives across the portfolio.
- Monitor customer health reports and take proactive actions with the CSMs to improve retention. Lead red account review sessions with the team.
- Internally escalate incidents, needs, or situations that may put an account at risk and serve as a point of connection with the other teams or people involved to take action.
- Lead the feedback process with detractor and passive customers and work with the CSMs on an action plan.
- Report team performance and insights.
- Monitor key customer metrics (renewals, churn, NRR, engagement, satisfaction) and implement strategies to improve them.
- Provide training to the CSMs to keep them updated on product news, success stories, best practices, industry trends, etc.
Requirements
- 5+ years of experience in customer success, account management, or a related role.
- 2+ years of experience in a leadership or manager role.
- Deep understanding of SaaS customer lifecycle metrics (churn, retention, NRR, ARR, adoption).
- Ability to build and maintain strong relationships (internally and with customers).
- Proven experience in a SaaS company. Experience working with Virtual Assistant solutions / Automation of customer service and sales channels with AI is a plus.
- Collaboration and teamwork skills, time management, sense of urgency, and task prioritization are critical to the success of this position.
- Listening, presentation, and communication skills at all business levels.
- Data management and analysis.
- Strategic thinking and focus on results.
- Ability to solve problems and propose solutions.
- Leadership skills to guide, coach, and motivate people.
- Bachelor's degree in business, Marketing, Communication, or a related field (Master's degree preferred).
- Project Management (not excluding), Customer Success Certification (not excluding).
- Advanced English (excluding).
What We Offer
- Opportunity to work in a multicultural company with colleagues and clients from different countries.
- Work in a position with high visibility and growth opportunities.
- Flexible schedule.
- Birthday day off.
- Anniversary days.
- Experience an exceptional working environment.
