CSM Director

AI Rudder; Singapore; On-site; MXN 900,000 - 1,300,000; Full time

Benefits offered by this job

Learning & development

Career progression

Global exposure

Ownership & autonomy

Team gatherings

Job summary

AI Rudder Pte Ltd in Mexico is seeking a Customer Success Leader to drive client relationships, product adoption, renewals and expansion within Mexico. You will oversee Voice AI and AI Contact Center projects from requirements through deployment and ongoing operations, coordinating with client IT, operations, data, security, and management teams to ensure value realization.

Candidates should have 5+ years in ICT/SaaS, strong PM and cross-cultural communication skills, and fluency in Chinese,

Qualifications

• Bachelor’s degree or higher; preference for CS, communications, IT, engineering, business or related fields.
• Proficiency in Chinese, English, and Spanish.
• At least 5 years in ICT, enterprise software, SaaS, cloud computing, contact centers or digital solutions.
• Experience in technical solutions, pre-sales consulting, customer success or project delivery; team management preferred.
• Excellent PM skills with a track record of managing complex, cross-departmental enterprise software projects.
• Familiar with the Latin American market, especially Mexico and Spanish-speaking countries.
• Preference for experience in Voice AI, call centers, BPO, banking or telecom projects.

Responsibilities

• Take full responsibility for customer success with clients in Mexico, including relationships, product adoption, satisfaction, renewals and expansion.
• Manage the lifecycle of Voice AI and AI Contact Center projects from requirements to deployment and operations.
• Establish channels with client teams to coordinate issues and major risks.
• Understand client objectives and measure value via metrics like connection, conversion, automation, and cost savings.
• Collaborate with sales to identify new use cases, growth and product expansion among existing clients.
• Convey client needs to product & R&D teams in China for localization and issue resolution.
• Recruit, train, and manage local CSM and project delivery teams in Mexico.
• Represent AI Rudder at client meetings, reviews and industry events to grow presence in LATAM.

Skills

Customer success

Project management

Cross-cultural communication

Communication skills

Spanish fluency

English proficiency

Chinese proficiency

SaaS experience

Education

Bachelor’s degree or higher

Tools

CRM systems

API integration

Call center platform

Job description

AI Rudder is a conversational AI company on a mission to transform how businesses communicate with their customers — across voice and digital channels that feel genuinely human.

Founded in 2019 and headquartered in Singapore, we're building technologies that bridge languages, enhance understanding, and enable meaningful human–machine communication at scale.

Today, we serve 500+ enterprise clients globally, processing 50 million calls daily and having delivered more than 8 billion calls to date.

Most recently, we have raised $50M in a Series B fundraising from leading global investors including Tiger Global, Peak XV Partners, and Cathay Innovation.

How We Work

AI-first: AI isn't a tool we reach for. It's the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work.

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

Learning & Development: Continuous learning through real projects, knowledge-sharing sessions, mentorship, and cross‑functional collaboration.

Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.

Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.

Meaningful Impact: Build AI solutions that create real value for businesses around the world.

Ownership & Autonomy: Freedom to take initiative and drive outcomes.

Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration.

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.

Key Responsibilities:

• Take full responsibility for customer success with clients in Mexico, including client relationships, product adoption, satisfaction, renewals, and expansion.
• Manage the entire lifecycle of Voice AI and AI Contact Center projects—from requirements analysis, solution design, and testing/deployment to large-scale operations.
• Establish effective communication channels with the client’s business, operations, IT, data, security, and management teams to coordinate the resolution of project issues and major risks.
• Gain a deep understanding of client business objectives and measure and enhance project value through metrics such as connection rates, conversion rates, automation rates, and cost savings.
• Collaborate with the sales team to identify new use cases, volume growth, and product expansion opportunities among existing clients to drive revenue growth.
• Accurately convey client needs and market feedback to the product and R&D teams in China to drive product optimization, localization, and the resolution of technical issues.
• Recruit, train, and manage local CSM and project delivery teams in Mexico to establish standardized project management and customer success systems.
• Represent AI Rudder at key client meetings, high-level business reviews, and industry events to enhance the company’s professional influence in the Mexican and Latin American markets.

Qualifications:

• Bachelor’s degree or higher; preference given to candidates with degrees in computer science, communications, information technology, engineering, business, or related fields.
• Professional proficiency in Chinese, English, and Spanish.
• At least 5 years of experience in ICT, enterprise software, SaaS, cloud computing, contact centers, or digital solutions.
• Experience in technical solutions, pre‑sales consulting, solutions consulting, technical customer success, or project delivery; candidates with team management experience are preferred.
• Excellent project management skills, with a proven track record of independently managing complex, cross‑departmental, large‑scale enterprise software projects.
• Familiarity with the Latin American market, particularly the business environment, client characteristics, and corporate decision‑making processes in Mexico and Spanish‑speaking countries.
• Preference will be given to candidates with experience in software projects related to Voice AI, Conversational AI, call centers, BPO, banking, or the telecommunications industry.
• Passion for researching AI, LLMs, and agent technologies, along with strong learning abilities, data literacy, a customer‑centric mindset, and cross‑cultural communication skills.

Is a must:

• Languages: Chinese for communication with the product R&D team, Spanish and English for team management, high‑level client meetings, and industry events.

Preferred Qualifications:

• Experience managing Customer Success, pre‑sales, or project delivery teams.
• Familiarity with API, CRM, SIP, call center platform, or debt collection system integration.
• Experience working with clients in large banks, fintech, or telecommunications operators.
• PMP, Scrum, Agile, or related project management certifications.