Customer Success Director

hace 2 días

Desde casa, México Arcus A tiempo completo

**About the company**:
Arcus’ leading Payments Platform is focused on building the next generation of payment solutions and enabling any business to launch and offer them across LatAm. More than 90 of Mexico's largest and most innovative companies including Rappi, Uala, Amazon, Santande, trust the Arcus’ Platform to send or receive payments. Arcus is part of Mastercard (NYSE MA) and was born in Silicon Valley as part of Y-Combinator and backing from Andreessen Horowitz, Citi Ventures, HOF Capital, Ignia and others.

**About the position**:
The Director of Customer Success is ultimately responsible for the complete post-sales lifecycle of an Arcus' client (integrations and support), and through your partnership and guidance, clients will derive maximum value from their investments, leading to project success, retention, and renewal. Few roles provide such a direct impact on the growth of the company. This role involves working closely with the Sales, Account Management, Engineering and Product teams as well as engaging in product, payments, technical and strategic conversations at multiple levels of the organization.

**In this role you will**:

- Develop the long term vision, strategy, OKRs and orchastrate day-to-day operations of the team
- Build and lead the technical integration, customer support, and tech support teams
- Lead the post-sale engagement, retention, and growth of your customers partnering with the Account Executives
- Develop and foster relationships with senior executives in business, product, engineering, finance, and IT in partnership with the team
- Serve as a trusted payments and commerce advisor to the customer and educate them on the use and benefits of our products
- Perform quarterly business reviews to align on business priorities, optimization opportunities, Arcus product roadmap, share usage patterns or insights, surface issues and provide guidance on how to optimize the value from Arcus
- Advocate for customers to internal stakeholders. Share customer feedback and insights to Product, Engineering, Marketing, and Sales on the innovation and improvement needed to optimize the user experience and adoption of our products
- Monitor and manage the long term health of our client portfolio by identifying and tackling areas of concern via usage and customer satisfaction metrics.

**Who you are**:

- 5+ years of experience in a client-facing role managing relationships with large, global, and complex organizations
- Proven team builder with a desire to lead, and manage teams across different functions
- Track record of leading technical conversations and persuading senior executives to take action based on requirements
- Strong executive presence, presentation and communication skills, being able to explain technical concepts to different audiences
- Proven track record of achieving goals, preferably in a sales or customer success setting
- Track record of managing large, complex projects and/or programs
- Willingness to tackle things on your own and being able to perform without supervision
- Strategic thinker with superior analytical and problem solving skills
- Exceptional in building relationships with colleagues across functions and from multiple regions
- Experience in SaaS products; payments is a strong plus.
- Hands-on technical experience with modern web technologies, API’s (REST) and programming languages (JavaScript, Python, etc)
- Ability to understand HTML/CSS, JSON, XML files

**To apply**:

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