- Professional
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.
