Senior Director, Customer Success — B2B SaaS Growth

Jobgether; México; A distancia; MXN 1.800.000 - 2.400.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Remote work

Leadership role

Autonomy and growth

Descripción de la vacante

Jobgether on behalf of a partner company seeks a Head of Customer Success in Mexico. You will lead post‑sale customer experience for a fast‑growing B2B SaaS business, owning retention, expansion, and adoption while developing scalable CS playbooks and leading a growing CS team.

You’ll collaborate with Sales, Product, and Engineering to voice customer needs, refine health metrics, and drive recurring revenue. Remote role aligned to US East Coast hours with significant autonomy.

Formación

• Proven leadership in a B2B SaaS CS org with direct people-management.
• Experience owning retention and expansion metrics with measurable outcomes.
• Hands-on leader able to engage in strategic accounts while developing the team.
• Experience building or scaling CS processes in high-growth environments.
• Deep understanding of the customer lifecycle: onboarding, adoption, renewal, expansion.
• Customer-focused mindset with strong questioning and problem-solving skills.
• Autonomous and proactive, capable of prioritizing without heavy direction.
• Proficiency with HubSpot, Salesforce or similar CRM platforms.
• Excellent written and spoken English.

Responsabilidades

• Own overall CS strategy and execution for retention, expansion, and NRR.
• Drive adoption by expanding product usage across customers.
• Coach CS team and lead strategic engagements as needed.
• Scale CS org with hiring and onboarding of new members.
• Develop scalable CS playbooks for onboarding, adoption, renewal, and expansion.
• Establish health scoring, account-management standards, and processes tied to retention.
• Partner with Sales, Product, and Engineering to surface customer needs.
• Maintain visibility into customer health and opportunities via CRM.
• Identify at-risk accounts and expansion opportunities with actionable recommendations.
• Build ownership culture focused on customer value and business outcomes.

Conocimientos

B2B SaaS leadership

Retention & expansion ownership

People management

CS process design

CRM proficiency

English communication

Stakeholder management

Strategic accounts coaching

Data-driven decision making

Educación

Bachelor's degree or equivalent

Herramientas

HubSpot

Salesforce

Gainsight

Vitally

Descripción del empleo

Jobgether on behalf of a partner company seeks a Head of Customer Success in Mexico. You will lead post‑sale customer experience for a fast‑growing B2B SaaS business, owning retention, expansion, and adoption while developing scalable CS playbooks and leading a growing CS team.

You’ll collaborate with Sales, Product, and Engineering to voice customer needs, refine health metrics, and drive recurring revenue. Remote role aligned to US East Coast hours with significant autonomy.