The Manager of Customer Success is responsible for leading the Customer Success strategy and execution across an assigned region, ensuring customers achieve measurable value from our solutions while driving retention, expansion, and long-term customer relationships.
This role combines regional leadership, customer strategy, operational excellence, and team development. The Regional Manager acts as the bridge between the global Customer Success organization and the regional teams, ensuring consistency in how we manage customers while adapting our strategy to local market dynamics.
The role is accountable for the overall health and performance of the regional customer portfolio, with a strong focus on NRR, retention, value realization, and executive engagement.
Functions:
01 — Regional Customer Success Strategy
- Execute the regional Customer Success strategy in alignment with global company and CS priorities.
- Translate global CS initiatives, processes, and standards into effective regional execution.
- Identify regional trends, customer needs, market dynamics, and opportunities.
- Partner with Sales, Professional Services, Support, Product, Marketing, and Finance to ensure a coordinated customer strategy.
02 — Customer Retention & Revenue Growth
- Own the regional Customer Success performance with a strong focus on NRR, GRR, renewals, churn prevention, and expansion opportunities.
- Establish clear visibility into the regional renewal pipeline and ARR at risk.
- Lead regional risk-management and escalation processes for strategic and high-risk accounts.
- Ensure Customer Success Managers have clear account plans, success plans, and action plans for customers requiring intervention.
- Partner with Sales and Account Management to identify and execute expansion, cross-sell, and upsell opportunities.
- Ensure commercial risks, customer sentiment, and product adoption trends are surfaced early and addressed proactively.
03 — Executive & Strategic Customer Engagement
- Build and maintain executive-level relationships with key regional customers.
- Support CSMs and account teams in strategic customer conversations, executive business reviews, QBRs, escalations, and renewal discussions.
- Ensure strategic customers have clear success objectives, measurable outcomes, and an executive engagement strategy.
- Act as an escalation point for critical customer situations and coordinate cross-functional resolution when required.
- Ensure customer feedback and market insights are systematically communicated back to Product, Sales, Support, Engineering, and leadership.
04 — Team Leadership & Development
- Lead, coach, and develop regional Customer Success teams members.
- Ensure appropriate customer segmentation, coverage models, and account ownership across the region.
- Partner with Talent/HR on hiring, onboarding, performance management, and organizational design.
05 — Customer Success Operations & Scalability
- Drive the adoption of scalable CS processes, tools, and methodologies across the region.
- Ensure CRM and CS platforms provide accurate visibility into customer health, renewals, risks, activities, and outcomes.
- Identify opportunities to reduce manual work and increase CSM productivity through automation, AI, Digital CS, and standardized processes.
Key Performance Indicators
· Net Revenue Retention (NRR)
· Gross Revenue Retention (GRR)
· Renewal rate and churn
· ARR at risk and risk mitigation
· Expansion / cross-sell / upsell performance
· Customer adoption and value realization
· Strategic account health
· Customer satisfaction / NPS or equivalent metrics
· Team engagement, development, and retention
What Success Looks Like
· Improve visibility and predictability of renewals, churn risk, and ARR at risk.
· Strengthen executive relationships across strategic customers.
· Improve customer value realization and adoption.
· Develop a high-performing CS leadership team with clear ownership and accountability.
· Identify and execute opportunities to improve regional NRR and expansion.
Qualifications
- 5+ years of experience in Customer Success, Account Management, SaaS, or a related customer-facing function.
- 3+ years of experience managing Customer Success teams or leaders.
- Proven experience managing enterprise and strategic customer relationships.
- Understanding of SaaS metrics, including NRR, GRR, churn, ARR, renewals, and expansion.
- Experience working cross-functionally with Sales, Professional Services, Support, Product, and Marketing.
- Ability to connect customer outcomes to commercial results.
- Experience building scalable Customer Success processes and operating models.
- Strong executive communication, presentation, negotiation, and stakeholder-management skills.
- Data-driven approach to decision-making and problem solving.
- Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools.
- MBA, postgraduate degree, or relevant professional certification in business, management, customer experience, or a related discipline (desired).
- Fluency in English and Spanish; Portuguese is a plus for broader Latin American coverage.
