Manager I, Customer Success

The Manager, Customer Success — Scale leads the entire Scale (Mid-Market) segment for Mexico, owning both the high-touch and digital success motions across our Scale Segment. This role is responsible for a team of Customer Success Managers who manage a large, geographically diverse book of mid-market accounts, combining personal engagement with scaled, tech-touch programs to drive adoption, retention, and growth at volume.

In addition to leading a team, this leader will directly own and evolve the Digital Scale journey — designing and operating the automated, data-driven customer experience that serves the long tail of the Mexico Mid-Market portfolio. You will partner closely with Sales, Services, Support, Product, and Marketing to build a repeatable, high-quality success motion that works at scale.

Spanish and English fluency is required. Multilingual capabilities (particularly French) are a strong advantage given the breadth of the North American territory.

•   Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review completion, risk management).

•   Own and continuously improve the Digital Scale journey for Mexico. In some case this journey will affect all customers in North America — the automated, tech-touch customer experience for the mid-market segment.

•   Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations.

•   Analyze engagement data to identify gaps, optimize messaging cadence, and improve conversion and retention outcomes at scale.

•   Ensure a seamless transition between digital and human-led touchpoints, maintaining a consistent customer experience across both motions.

•   Stay current with best practices in digital CS and bring innovative ideas to scale the team's impact without sacrificing quality.

•   Ensure the team drives measurable value for mid-market customers through structured onboarding, adoption, expansion, and renewal motions.

•   Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio.

•   Oversee book-of-business risk management — ensure early identification, clear ownership, and documented action plans for at-risk accounts.

•   Translate company and CS strategy into a clear operating model for the Scale segment — defining cadence, plays, and standards for both high-touch and digital motions.

•   Standardize and improve core processes across the regions (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths).

•   Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.

•   Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.

•   Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market segment.

•   Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.

•   8+ years in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts.

•   3+ years directly managing a team of CSMs or similar roles, including hiring, coaching, performance management, and career development.

•   Experience operating in a high-volume, scaled CS environment — managing both tech-touch/digital and high-touch motions simultaneously.

•   Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch CS motions.

•   Strong executive presence and communication skills; comfortable engaging VP+ stakeholders internally and externally.

•   Data-driven operating style: able to interpret dashboards, define KPIs, set guardrails, and translate insights into action.

•   Demonstrated ability to build trust, collaborate cross-functionally, and operate in a fast-paced, change-heavy environment.

•   Full professional fluency in English (written and spoken) — required for customer engagement and internal collaboration across the regions.

•   Familiarity with Customer Success tooling (e.g., Gainsight, Totango, ChurnZero) and CRM systems; experience using these platforms to drive digital programs is a strong plus.

•   Experience building or refining playbooks, metrics frameworks, and digital engagement programs for mid-market CS teams.

•   Background in operations-heavy industries (e.g., transportation, logistics, field services, manufacturing) is a plus.

•   Bilingual or multilingual skills — Spanish and/or French (Canadian) preferred, given the North American territory scope (US, Canada, Mexico).

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.

Annual on-target earnings (OTE) range for full-time employees for this position is below and depends on your city of residence. Learn more about our total rewards and benefits below.

The range of annual base salary for full-time employees for this position is below. Please note that base pay offered may vary depending on factors including your city of residence, job-related knowledge, skills, and experience. Learn more about our total rewards and benefits below.