Manager I, Customer Success

About This Opportunity

We are representing a confidential IoT software company seeking a Manager I, Customer Success to lead their entire Mid-Market customer success motion across Mexico. This role combines high-touch team leadership with ownership of digital, scaled customer engagement programs.

You will manage a team of Customer Success Managers who serve a large, geographically diverse portfolio of mid-market accounts. In addition to people management, you will directly design and operate the automated, data-driven customer journey that serves the broader Mexico market—balancing personal engagement with tech-touch programs to drive adoption, retention, and growth at volume.

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

Responsibilities

• Team Leadership: Hire, onboard, coach, and develop a high-performing team of CSMs. Set clear goals and KPIs around net revenue retention, adoption, health scores, and risk management. Manage capacity and account assignment across a high-volume book.
• Digital Scale Program Ownership: Own and continuously improve the automated customer journey for the mid-market segment. Define digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations. Analyze engagement data to optimize outcomes at scale.
• Customer Outcomes: Ensure your team drives measurable value through structured onboarding, adoption, expansion, and renewal motions. Oversee risk management across the portfolio and support CSMs in high-stakes customer moments.
• Strategy & Process: Translate company strategy into a clear operating model for the Scale segment. Standardize core processes, use data and tooling to monitor performance, and partner with Enablement to equip the team with the right skills and playbooks.
• Cross-Functional Collaboration: Serve as the primary CS point of contact for Sales, Renewals, Services, and Support. Provide structured feedback to Product on customer themes and feature gaps. Coordinate with regional stakeholders across the US, Canada, and Mexico.
• Culture & Leadership: Model customer focus, growth mindset, inclusion, and teamwork. Foster psychological safety and accountability. Communicate regularly with senior leadership on progress, risks, and territory health.

What We're Looking For

Required:

• 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, 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 or automated CS programs
• 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, and translate insights into action
• Full professional fluency in English (written and spoken)—required for customer engagement and internal collaboration across North America

Preferred:

• Experience leading teams that span both pooled/scale and high-touch/enterprise books simultaneously
• Familiarity with Customer Success platforms (e.g., Gainsight, Totango, ChurnZero) and CRM systems; experience using these 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)
• Bilingual or multilingual skills—Spanish and/or French (Canadian) preferred, given the North American territory scope
• Experience managing or collaborating with teams across multiple North American markets and time zones

How We Work With You

When you apply through Get A Job.ai, our talent team will review your profile and reach out to qualified candidates for an initial screening. We will work closely with you to understand your background, confirm fit, and prepare you for the interview process. Once we feel confident in the match, we will formally submit your candidacy to our client.

Please do not contact the client directly. All communication and interview coordination will be managed through Get A Job.ai to ensure a smooth and professional experience.

Pay

Compensation details will be discussed during the screening process and are competitive within the market for this level of experience and scope.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applicants from all backgrounds and provide equal employment opportunities regardless of race, color, religion, national origin, sex, gender identity, sexual orientation, disability, veteran status, age, or other protected characteristics.