Location: méxico- remote
are you a customer success leader passionate about driving saas adoption, retention, and team performance? Join us as a customer success team leader and lead a dynamic team of customer success managers (csms) to deliver world-class experiences and accelerate customer growth.
key responsibilities
lead & coach: mentor csms through regular check-ins, account health reviews, and strategic planning.
customer retention & expansion: drive initiatives to improve renewals, reduce churn, and increase net revenue retention (nrr).
process optimization: standardize playbooks and tools for scalable customer success operations.
data-driven decisions: monitor kpis (renewals, churn, nrr, engagement, satisfaction) and implement strategies for improvement.
cross-functional collaboration: escalate critical issues and work with internal teams to resolve risks.
continuous enablement: provide training on product updates, best practices, and industry trends.
what we're looking for
5+ years in customer success, account management, or related roles.
2+ years in leadership or management.
strong knowledge of saas metrics (churn, retention, nrr, arr, adoption).
proven experience in saas environments; experience with ai-driven automation or virtual assistant solutions is a plus.
excellent communication, strategic thinking, and relationship-building skills.
bachelor's degree in business, marketing, or related field (master's preferred).
advanced english proficiency (required).
flexible mindset and openness to change
why you'll love this role
be at the forefront of customer success strategy in a fast-growing saas company.
work with cutting-edge ai and automation technologies.
drive measurable impact on customer satisfaction and revenue growth.