Mgr Customer Success Sr.
MX-Mexico City
Latin America
Req #: 110286
Type: Employee|Employee|Regular Full-time
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Overview: Manages a team of Customer Success Managers who build post-sales relationships with customers to drive and increase adoption and utilization of company products. Manages identification of opportunities and closing of additional revenue from assigned clients, including upselling and cross-selling of related products/services, client renewal and retention results. Incumbents at the Director and Senior Director level typically manage other Customer Success managers. Incumbents at the Manager level may manage only individual contributors. Provides both management and technical leadership. Leads the strategic development of the Customer Success function, addressing business requirements and goals. Selects, develops, and evaluates personnel to ensure the efficient operation of the function. Responsibilities: * Strong client relationship skills and a focus on customer satisfaction * Strong customer relationship management and account retention skills * Deep understanding of the customer lifecycle (onboarding, adoption, renewal, expansion) * Excellent communication and presentation abilities (verbal and written) * Strategic thinking focused on long-term customer value and satisfaction * Sales experience * Proven experience in upselling and cross-selling to existing clients * Ability to identify business opportunities and drive revenue growth * Strong negotiation and closing skills * Pipeline management and forecasting accuracy * Experience collaborating with Sales teams to align goals and drive customer expansion * Analytical skills are crucial so they can understand customer success metrics, interpret retention data. * Good team player since they'll be in the middle ground between the sales team and the service team. * Meet and exceed KPIs pertaining to customer adoption, upsell, renewal and advocacy programs. * Drive business process recommendations to eccelarate adoption, retention, upsell and value achievement while identifing and resolving risk and increasing ROI * Hire, coach and develop individuals to be strong Customer Success leaders of their business * Engage with team members to build and execute on their career and personal development plans * Team with Sales, Marketing, Support and Professional Services to guide customers on their journey and help them maximize their investment * Provide thought leadership as the Customer Success vision continues to evolve and help turn this vision into executable programs and processes for CSMs to deliver to customers driving continuous improvement and scale. * Instrumental in driving best practices and training across the CS team members * Facilitate and drive monthly executive cadence calls for assigned customers * Attend and assist the team drive quarterly steering committee agenda's, partnering with sales, Executive Management and other resources to drive continued ROI. * Partner with sales to identify expansion opportunities. * Meet or exceed performance goals * Leadership & Collaboration Skills * Cross-functional collaboration with Sales, Product, Marketing, and Support teams * Team leadership and mentoring (for senior or manager-level roles) * Strong problem-solving and conflict-resolution abilities * High adaptability in fast-paced and changing environments Qualifications: * Bachelor's degree required, Master's Degree or relevant * Preferably in B2B or technology environments experience in consulting, professional services or customer success * Minimum of 5-10 years' work experience in leading customer and sales facing organizations * Retail/CPG or Supply Chain experience preferred * Ability to manage influence through persuasion, negotiation, and consensus building * Ideally combined background of post-sale and sales experience * Strong empathy for customers AND passion for revenue growth * Deep understanding of value drivers in recurring revenue business models * Analytical and process-oriented mindset * Demonstrated desire for continuous learning and improvement * Enthusiastic and creative leader with the ability to inspire others * Excellent communication and presentation skills * Experience managing teams of 5+ and managing managers * Advanced or fluent English (both written and spoken) * Proficiency in CRM and Customer Success tools (Salesforce, Gainsight, HubSpot, or similar) Preferred qualifications * Master's degree (MBA or similar) is a plus * Customer Success or Account Management certifications * Sales or negotiation training/certifications are an advantage * Proven track record of achieving customer retention and expansion goals * Experience managing enterprise or strategic accounts * Background in SaaS, software, hardware, or industrial technology solutions preferred * Experience collaborating with cross-functional teams (Sales, Product, Marketing, Technical Support) * Portuguese is a plus * Strong presentation and executive communication skills * Strategic thinker with a consultative mindset * Excellent interpersonal and relationship-building abilities * Results-driven and customer-oriented attitude * Ability to thrive in a dynamic, fast-paced environment
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