Samsara30.03.2026
Manager I, Customer Success
Remote - Mexico
Обязанности
- 01Hire, onboard, and develop a high-performing team of CSMs covering the Mexico (Mid-Market) segment.
- 02Set clear expectations, goals, and KPIs (e.g., net revenue retention, adoption rates, health scores, business review completion, risk management).
- 03Run structured 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.
- 04Recognize and grow top talent; address underperformance quickly and fairly.
- 05Manage capacity and account assignment across a high-volume book to balance CSM workload and customer coverage.
- 06Own 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.
- 07Define and execute digital plays (onboarding sequences, adoption campaigns, renewal outreach, health score triggers) in partnership with Marketing and CS Operations.
- 08Analyze engagement data to identify gaps, optimize messaging cadence, and improve conversion and retention outcomes at scale.
- 09Ensure a seamless transition between digital and human-led touchpoints, maintaining a consistent customer experience across both motions.
- 10Stay current with best practices in digital CS and bring innovative ideas to scale the team's impact without sacrificing quality.
- 11Ensure the team drives measurable value for mid-market customers through structured onboarding, adoption, expansion, and renewal motions.
- 12Review and elevate the quality of Customer Success Plans, Business Reviews, and executive-ready materials across the portfolio.
- 13Oversee book-of-business risk management — ensure early identification, clear ownership, and documented action plans for at-risk accounts.
- 14Support CSMs in high-stakes customer moments (QBRs, escalation calls, executive check-ins) as needed.
- 15Translate 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.
- 16Standardize and improve core processes across the regions (onboarding-to-steady-state handoff, BR cadence, risk playbooks, escalation paths).
- 17Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team decisions.
- 18Partner with Enablement to ensure the team has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.
- 19Serve as the primary CS point of contact for Sales, Renewals, Services, and Support leaders for the segment.
- 20Partner with Sales on account planning, expansion strategy, and commercial alignment across mid-market accounts.
- 21Provide structured feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market segment.
- 22Represent the Scale customer voice in internal forums and influence roadmap and policy decisions.
- 23Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.
- 24Model and reinforce the company's cultural principles: customer focus, growth mindset, inclusion, and teamwork.
- 25Foster an environment of psychological safety, accountability, and continuous improvement.
- 26Communicate clearly and regularly with senior leadership on progress, risks, headcount, and territory health
Требования
- 018+ years in Customer Success, Account Management, Consulting, or a related customer-facing role, with direct ownership of mid-market or enterprise accounts.
- 023+ years directly managing a team of CSMs or similar roles, including hiring, coaching, performance management, and career development.
- 03Proven track record driving
- 04Spanish and English fluency is required.
- 05Multilingual capabilities (particularly French) are a strong advantage given the breadth of the North American territory.