Customer Success Lead

TL;DR

Customer Success Lead: Leading a team of Customer Success Managers and Associates to handle a portfolio of customers, drive revenue, improve relationships, and increase product adoption. Focus on mentoring team members, managing team output, and collaborating with other teams to ensure high-quality customer experience and minimize churn.

Location: Mexico City. Flexible in-office, hybrid, & remote work options depending on role.

Company

Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers.

What you will do

• Lead and manage a sub-team of Customer Success Managers and/or Associates to help them reach their potential.
• Take ownership of the sub-team's revenue, feature adoption, NPS, and customer experience.
• Coordinate key new customer onboarding and ensure a high-quality customer experience.
• Enhance employee engagement and skills development within the team.
• Minimize customer churn and increase revenue through improved feature adoption.
• Communicate upwards to the Head of Region on sub-team performance and needs.

Requirements

• A proven track record in Customer Success and/or Sales.
• The desire to lead people and help them succeed.
• Excellent knowledge of the digital marketing and paid social landscape.
• Strong communication and interpersonal skills.
• Track record of a commercial approach to enterprise account management.

Culture & Benefits

• Five weeks paid time off (PTO), 11 company-paid holidays, and unlimited sick days.
• Flexible in-office, hybrid, & remote work options depending on role.
• Generous healthcare packages & mental health benefits.
• Monthly wellness benefit and learning reimbursement opportunities.
• 401K plus matching & equity grants for all new Smartlies.