Manager I, Customer Success - Remote - Mexico

Job title: Manager I, Customer Success - Remote - Mexico

About the Role The Manager, Customer Success — Scale Mexico leads the Scale (Mid-Market) segment for Mexico, owning both high-touch and digital success motions. This role builds and leads a team of Customer Success Managers (CSMs) and evolves the Digital Scale journey to serve the long tail of the Mexico Mid-Market portfolio, partnering with Sales, Services, Support, Product, and Marketing to scale adoption, retention, and growth.

What You'll Do

• Hire, onboard, and develop a high-performing team of CSMs covering the Mexico (Mid-Market) segment.
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review completion, risk management).
• Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.
• Recognize and grow top talent; address underperformance quickly and fairly.
• Manage capacity and account assignment across a high-volume book to balance CSM workload and customer coverage.
• Own and continuously improve the Digital Scale journey for Mexico; define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations.
• Analyze engagement data to identify gaps, optimize messaging cadence, and improve conversion and retention outcomes at scale.
• Ensure seamless transition between digital and human-led touchpoints, maintaining a consistent customer experience across both motions.
• Stay current with best practices in digital CS; bring innovative ideas to scale the team's impact without sacrificing quality.
• Drive measurable value for mid-market customers through structured onboarding, adoption, expansion, and renewal motions.
• Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio.
• Oversee book-of-business risk management — ensure early identification, clear ownership, and documented action plans for at-risk accounts.
• Support CSMs in high-stakes customer moments (QBRs, escalation calls, executive check-ins) as needed.
• Translate company and CS strategy into a clear operating model for the Scale segment — defining cadence, plays, and standards for both high-touch and digital motions.
• Standardize and improve core processes across the regions (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths).
• Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
• Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.
• Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the segment.
• Partner with Sales on account planning, expansion strategy, and commercial alignment across mid-market accounts.
• Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market segment.
• Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.
• Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.
• Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
• Foster an environment of psychological safety, accountability, and continuous improvement.
• Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.

What We're Looking For

• 8+ years of experience in customer success or a related field.
• Experience leading and developing a high-performing CSM team in a mid-market/scale environment.
• Fluency in Spanish and English; multilingual capabilities (particularly French) are a strong advantage.
• Strong collaboration skills with Sales, Services, Support, Product, Marketing; ability to partner cross-functionally.
• Data-driven, metrics-oriented mindset; ability to design and optimize digital and human-led customer journeys.
• Experience defining operating models and scalable processes for high-volume territories.
• Knowledge of CS platforms, CRM, product analytics, and digital engagement tools.

Nice to Have

• Multilingual capabilities (particularly French) are a strong advantage given North American breadth.