Overview In this role you lead and develop a team of Customer Success Managers to drive customer experience and retention at scale. You operate in a hybrid environment that supports work-life harmony and collaboration across the company. You'll influence renewals and expansions, coach teams, and partner with cross-functional groups to deliver positive outcomes. This role offers a chance to shape strategic customer relationships in a fast-growing SaaS company at the forefront of observability and AI-enabled solutions.
Compensation / Benefits- Best-in-class onboarding
- Stock equity (RSU) and ESPP
- Hybrid work arrangements
- Healthcare and dental benefits
- 401(k) with match
- Paid time off
Responsibilities- Drive the full renewal and expansion sales cycle.
- Serve as an advisor and role model for exemplary customer service.
- Balance autonomy with effective upward communication.
- Act as regional/segment owner and escalation point for relevant matters.
- Motivate CSMs to build trust-based customer relationships and sustain revenue growth.
- Collaborate cross-functionally to solve complex customer challenges and drive outcomes.
- Focus on talent attraction, retention, and development to build high-performance teams.
Key requirements- 6+ years of experience in Customer Success or Account Management (SaaS preferred)
- 3+ years leading a high-performing team of CSMs
- Proven track record in negotiating contract terms and handling pricing objections for renewals and upsell
- Familiar with B2B tech or subscription-based software
- Comfort in a fast-paced, scaling environment
- Fluent in Spanish
- leadership and people development
- cross-functional collaboration
- strong communication and alignment with stakeholders
- negotiation of contract terms
- renewal and upsell strategies in SaaS contexts
- experience with cross-functional CRM and sales processes (implicit)
