Lead the development and implementation of regional customer success strategies, ensuring alignment with global objectives and local market needs.
Strategize with CS senior leadership and Sales SVP across assigned region.
Drive adoption, expansion, and retention efforts, leveraging data-driven insights to optimize outcomes across the region.
Manage internal QBRs to CS and Sales Leadership from team of Directors and deliver own QBR.
Demonstrate commercial acumen by identifying and capitalizing on expansion opportunities, advising on incremental revenue, and securing operational commitments that strengthen customer relationships.
Serve as a customer-facing leader, establish and nurture senior and executive-level relationships with key decisionmakers and influencers across the customer base, promoting mutual success and long-term partnership across your region.
Empower regional directors to protect revenue, and develop strategies to grow ARR in the region.
Foster a culture of excellence, collaboration, and continuous learning, ensuring the team is equipped to deliver outstanding customer experiences and achieve key performance indicators.

Bachelor’s degree in Business, Finance, Information Systems, or a related field; an advanced degree may be considered in lieu of professional experience.
15+ years in a related function with direct customer advocacy and engagement experience.
10+ years of experience in Customer Success.
10+ years of experience in a leadership role.
Proven experience managing senior leaders while having accountability for $100M+ ARR.
Demonstrated success as a transformational leader who builds scalable organizations and develops high performing teams.
Proven experience managing complex customer portfolios and C-level executive stakeholders.
Extensive background with SaaS applications.
Strong understanding of corporate finance functions including financial close, planning, budgeting, forecasting, management reporting.

Senior Director, Customer Success – Americas, NA, LATAM

Key skills