Head of Digital-First Customer Success & Renewals

110 Cisco Systems de Mexico, S.A. de C.V.; Ciudad de México; On-site; MXN 1,200,000 - 2,000,000; Full time

Job summary

110 Cisco Systems de Mexico, S.A. de C.V. is seeking a leadership-driven Customer Success leader to guide a Digital First CSM team in onboarding, adoption, and renewals.

You will own renewal targets and forecast revenue across high-volume customer segments, shaping digital playbooks and automated journeys to maximize retention and expansion. You will collaborate with Sales, Technical Support, and Product teams, surface renewal risks early, and craft targeted retention strategies while analyzing

Qualifications

• Bachelor’s degree in business, CS, marketing, or similar field, or equivalent SaaS experience.
• 5+ years in Customer Success, Renewals, Sales, or digital engagement in SaaS/cloud.
• 2+ years direct people management of customer-facing or digital teams.
• Track record of owning renewal quotas, retention targets, and pipeline forecasting (GRR/NRR).
• Experience using CS platforms, CRMs, and forecasting tools (e.g., Salesforce, Gainsight, Catalyst, Clari, or Gong).

Responsibilities

• Lead and develop a team of Digital First CSMs to ensure onboarding, adoption, and renewal execution.
• Own the team’s renewal target and revenue performance with weekly pipeline inspection and forecasting (GRR/NRR).
• Design and optimize digital engagement playbooks, automated journeys, and in-app triggers.
• Partner with Sales, Technical Support, and Product teams to surface renewal risks and implement retention strategies.
• Analyze telemetry and KPI trends to improve team performance and targeting.

Skills

Leadership

Renewal forecasting

CRM experience

Data analysis

SaaS/Cloud domain

Education

Bachelor’s degree in Business/CS/Marketing or related field

Tools

Salesforce

Gainsight

Clari

Gong

Job description

110 Cisco Systems de Mexico, S.A. de C.V. is seeking a leadership-driven Customer Success leader to guide a Digital First CSM team in onboarding, adoption, and renewals.

You will own renewal targets and forecast revenue across high-volume customer segments, shaping digital playbooks and automated journeys to maximize retention and expansion. You will collaborate with Sales, Technical Support, and Product teams, surface renewal risks early, and craft targeted retention strategies while analyzing