General Manager & Director, Customer Success chez Restaurant365

We are seeking an accomplished, executive-level General Manager to lead and represent our Mexico site. This role is the senior-most presence onsite, responsible for ensuring operational excellence, cultural alignment, and strong cross-functional collaboration across all teams based in Mexico. While many onsite leaders report into functions headquartered in the U.S., the GM is empowered to act as the connector, problem-solver, and advisor for all matters impacting the site’s success. You will bring the executive maturity, strategic mindset, and influencing skills to ensure our Mexico site operates at its highest potential and remains a trusted, high-performing hub in our global organization. 

How you'll add value:

Serve as the executive leader onsite, representing the Customer Success organization while partnering closely with leaders across all functions based in Mexico. 

Act as a trusted advisor and escalation point for employee issues, operational risks, and cross-functional challenges—knowing when to resolve directly and when to bring in U.S. leadership. 

Partner with Site Operations (HR) to ensure the workplace is safe, compliant, and aligned with our cultural values. 

Champion site culture and engagement, ensuring employees feel connected, valued, and part of the global organization. 

Maintain operational awareness across all onsite teams, understanding priorities and anticipating where risks or dependencies may impact performance. 

Build strong trust with U.S.-based leadership, influencing strategic decisions about site growth, priorities, and resourcing. 

Lead site-level communications and change management, ensuring clarity and alignment across diverse teams. 

Represent the site in executive discussions, customer visits, and community engagement opportunities. 

GM-Level Competencies

Executive Presence: Commands respect and credibility with executives, senior leaders, and employees alike; able to represent the company with authority and professionalism. 

Influence Without Authority: Navigates dotted-line and matrixed structures to align stakeholders and drive outcomes.

Strategic Thinking: Anticipates challenges, identifies opportunities, and translates observations into actionable recommendations. 

Operational Acumen: Understands how SaaS customer-facing teams work together and can identify interdependencies and potential risks. 

Cross-Cultural Leadership: Builds trust and connection across diverse teams and geographies; sensitive to cultural nuances.

Problem-Solving Agility: Rapidly assesses complex situations, determines the right path forward, and mobilizes resources. 

Communication Mastery: Delivers clear, concise, and impactful messages to audiences ranging from front-line employees to executive leadership. 

Change Leadership: Guides teams through transitions with minimal disruption, ensuring engagement and alignment. 

What you'll need to be successful in this role:

10+ years of senior leadership experience, including site leadership, general management, or multi-function operational roles. 

Proven success leading through influence across dotted-line and matrixed reporting structures. 

Strong operational acumen with an understanding of how SaaS customer-facing teams (Support, Success, Services, Operations) work together. 

Exceptional communication and interpersonal skills—able to build trust with executives, managers, and employees at all levels. 

Fluency in English and Spanish (written and verbal). 

Experience in a multi-national, U.S.-headquartered organization preferred. 

Demonstrated ability to navigate ambiguity, solve problems quickly, and drive outcomes in fast-paced environments. 

Bachelor’s degree required; advanced degree a plus. 

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