Regional Manager, Customer Success

Job Description:

• Lead and develop a team of Customer Success Managers supporting a portfolio of high-touch, enterprise customers across LATAM.
• Partner with Sales Regional Vice Presidents (RVPs) to define and execute regional strategy, aligning customer success goals with revenue and growth targets.
• Establish clear objectives, success metrics, and execution plans to drive consistent team performance.
• Ensure alignment of goals across the team, keeping the customer journey at the center of all decisions.
• Identify opportunities to improve, scale, and optimize the customer experience across the region.
• Collaborate cross-functionally to proactively mitigate customer risk and remove blockers at scale.
• Influence stakeholders and drive alignment in complex or sensitive situations while maintaining strong relationships.
• Leverage data and analytics to inform strategic decisions and improve business outcomes.
• Own monthly business reviews with CS leadership, providing insights into performance, risks, and opportunities.
• Allocate accounts and resources effectively to ensure balanced coverage and maximize impact.
• Recruit, mentor, and develop talent - fostering a culture of accountability, growth, and high performance.
• Coach leaders and CSMs on best practices including executive engagement, value realization, and customer lifecycle management.

Requirements:

• 12+ years of experience in customer-facing roles within SaaS or enterprise technology environments.
• Proven experience leading and scaling high-performing Customer Success teams.
• Strong people leadership skills, with a track record of coaching and developing talent at multiple levels.
• Demonstrated ability to partner effectively with Sales leadership to manage and grow a region or territory.
• Experience working with large enterprise customers in a SaaS/PaaS model.
• Strong business acumen with a data-driven approach to decision-making and forecasting.
• Excellent communication and executive presence, both written and verbal.
• Ability to influence cross-functional stakeholders and drive alignment across teams.
• Experience with customer adoption, digital transformation, and change management initiatives.
• Highly organized, adaptable, and resourceful in a fast-paced environment.
• Intellectual curiosity and a continuous improvement mindset.
• Comfortable working across geographies and cultures.
• A sense of humor and a collaborative spirit.

Benefits:

• Real growth opportunities.
• A global collective of world-class talent.
• Working in a diverse and inclusive culture.