Manager, Customer Success — Scale Mexico

About the Role

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.

Key Responsibilities

Team Leadership & Performance

• Hire, onboard, and develop a high-performing team of CSMs covering the Mexico (Mid-Market) segment.
• Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review completion, risk management).
• Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.
• Recognize and grow top talent; address underperformance quickly and fairly.
• Manage capacity and account assignment across a high-volume book to balance CSM workload and customer coverage.

Digital Scale Program Ownership

• 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.

Customer Outcomes & Execution

• 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.
• Support CSMs in high-stakes customer moments (QBRs, escalation calls, executive check-ins) as needed.

Strategy, Process & Enablement

• 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.

Cross-Functional Collaboration

• Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the segment.
• Partner with Sales on account planning, expansion strategy, and commercial alignment across mid-market accounts.
• Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market segment.
• Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.
• Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.

Culture & Leadership

• Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
• Foster an environment of psychological safety, accountability, and continuous improvement.
• Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health.

Minimum Qualifications

• 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.
• Proven track record driving portfolio-level outcomes: renewal, expansion, adoption, and executive engagement.
• 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.
• Experience in B2B SaaS or a similarly complex, technology-driven environment.
• 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.

Preferred Qualifications

• Experience leading teams that span both pooled/scale and high-touch/enterprise books of business simultaneously.
• 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).
• Experience managing or collaborating with teams across multiple North American markets and time zones.