Customer Success Lead - LATAM

TL;DR

Customer Success Lead (LATAM): Lead a team of CSMs across Spanish LATAM, balancing people leadership, strategic direction, and hands-on customer impact to drive NRR, retention, and expansion. Focus on designing playbooks, optimizing processes, building executive relationships, and influencing product roadmap.

Location: Remote-first within Mexico or Argentina.

Company

AI research and product company transforming interaction with technology through voice AI models, agents, creative tools, and APIs, serving millions of users and thousands of businesses.

What you will do

• Lead, coach, and develop a high-performing CS team, owning regional NRR, retention, and expansion goals.
• Act as player-coach: manage priority accounts, join key conversations, and model best practices.
• Lead complex post-sales cycles, unblock issues, drive adoption, and identify expansion opportunities.
• Set strategic direction, aligning initiatives with company goals and market trends.
• Monitor delivery quality, implement scalable processes, and optimize playbooks for renewals and upsells.
• Build executive relationships and represent customer voice in leadership discussions.
• Partner with GTM and cross-functional teams for cohesive execution.

Requirements

• 10+ years in Customer Success or post-sales in SaaS, ideally with Spanish LATAM accounts
• Deep experience managing customer relationships in Spanish LATAM
• Fluent in English and Spanish
• 8+ years direct people leadership, driving quotas and developing talent.
• Player-coach mindset with success in renewals, expansion, and NRR.
• Expertise in CS methodologies, analytical skills, and builder mindset.

Nice to have

• Hands-on with GTM tools like Salesforce, Gong, Sigma, Clay.
• Experience building with AI-native tools like Claude, Lovable, n8n.

Culture & Benefits

• High-velocity environment with rapid experimentation, autonomous teams, and minimal bureaucracy.
• Impact-focused, no job titles; AI-first approach across all functions.
• Professional development stipend, social travel stipend, annual company offsite.
• Co-working stipend if not near main hubs; global team prioritizing talent over location.