Scale Customer Success Leader – Mexico

United States Digital Space LLC; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

United States Digital Space LLC is seeking a Manager, Customer Success — Scale to lead the Mexico mid-market segment. You will guide a team of CSMs, drive both high-touch and digital programs, and partner with Sales, Services, Support, Product, and Marketing to scale adoption, retention, and growth.

You will design and operate the automated, data-driven customer experience for the long tail of Mexico, with potential expansion to North America.

Qualifications

• Leadership and people-management experience in a high-growth customer-facing function.
• Experience building and scaling customer success or account-management teams.
• Fluency in Spanish and English; multilingual skills (French) are a plus.

Responsibilities

• Lead the Scale (Mid-Market) Customer Success team for Mexico, owning both high-touch and digital motions.
• Own the Digital Scale journey for Mexico and influence North America where applicable.
• Set clear goals and KPIs (retention, adoption, health scores, renewals) and coaching for team performance.
• Oversee hiring, onboarding, development, and performance management of CSMs; manage capacity and territory coverage.
• Define and execute digital plays (onboarding, adoption, renewal outreach) with Marketing and CS Operations.
• Analyze engagement data to optimize messaging, improve conversion and retention, and ensure consistent customer experience across digital and human touchpoints.

Job description

United States Digital Space LLC is seeking a Manager, Customer Success — Scale to lead the Mexico mid-market segment. You will guide a team of CSMs, drive both high-touch and digital programs, and partner with Sales, Services, Support, Product, and Marketing to scale adoption, retention, and growth.

You will design and operate the automated, data-driven customer experience for the long tail of Mexico, with potential expansion to North America.