&##128205; 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.