Description

You will lead the Scale (Mid-Market) Customer Success team for Mexico, owning both high-touch and digital success motions to drive adoption, retention, and growth. You'll directly evolve the Digital Scale journey and partner with cross-functional teams to build a repeatable, high-quality success motion at scale.

Requirements

• Spanish and English fluency required
• Multilingual capabilities (particularly French) are a strong advantage
• Experience leading customer success teams in a mid-market or scale segment
• Strong analytical skills and data-driven decision-making
• Ability to design and operate automated customer success programs

Responsibilities

• Hire, onboard, and develop a high-performing team of CSMs
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores)
• Run structured 1:1s, pipeline reviews, risk reviews, and deliver coaching
• Own and continuously improve the Digital Scale journey for Mexico
• Analyze engagement data to optimize messaging cadence and improve retention outcomes