Own and coordinate all customer success functions across regions
Define and oversee onboarding, adoption, retention, and renewal processes
Ensure proactive account management for key customers and enterprise accounts
Partner closely with Sales and Product to improve customer outcomes
Oversee global customer support teams and workflows
Ensure SLA adherence, ticket quality, and efficient escalation processes
Continuously improve support efficiency without compromising customer experience
Manage and develop customer success and support team leads across regions
Set clear objectives, KPIs, and accountability frameworks
Build a strong culture of ownership, collaboration, and continuous improvement
Design and document scalable, repeatable customer success processes
Ensure consistent use of CRM, ticketing, and customer success platforms
Identify gaps and drive operational excellence across tools and workflows
Lead the implementation of AI driven solutions across customer success and support
Identify opportunities for automation in onboarding, support triage, knowledge management, and reporting
Work closely with internal stakeholders to ensure AI is practical, measurable, and customer focused
Own customer success KPIs including retention, churn, response times, and expansion signals
Deliver clear reporting and insights to leadership
Use data to drive prioritization and continuous improvement

Minimum 3 to 5 years in a customer success management role within a SaaS or technology driven service organization
Proven experience managing customer success and or customer support teams
Experience operating in a global or multi regional environment
University Degree
Native-level English and Spanish, written and spoken
Strong understanding of SaaS platforms, CRM systems, and customer support tooling
Comfortable working with data, processes, and performance metrics
Demonstrated interest or experience in AI driven customer success or automation initiatives

Customer Success Manager

Key skills