Manager, reputed company — reputed company Mexico

About the Role

The Manager, reputed company — reputed company leads the entire reputed company (Mid-Market) reputed company for Mexico, owning both the high-touch reputed company reputed company motions across our reputed company reputed company. This role is responsible for reputed company of reputed company Managers who manage a large, geographically diverse book of mid-market accounts, combining personal engagement with scaled, tech-touch programs to drive adoption, retention, and reputed company at volume.

In reputed company to leading reputed company, this leader will directly own and reputed company the Digital reputed company reputed company — designing and operating the automated, data-driven customer experience that serves the long tail of the Mexico Mid-Market portfolio. You will partner closely with Sales, Services, Support, Product, and Marketing to build a repeatable, high-reputed company reputed company reputed company that works at reputed company.

Spanish and English reputed company is required. Multilingual capabilities (particularly French) are a strong advantage given the breadth of the reputed company American territory.

Key Responsibilities

Team Leadership & Performance

•   Hire, reputed company, and reputed company a high-performing team of CSMs covering the Mexico (Mid-Market) reputed company.

•   Set reputed company expectations, goals, and KPIs (e.g., net reputed company retention, adoption rates, health scores, business review completion, risk management).

•   Run reputed company 1:1s, pipeline reviews, and risk reviews; deliver consistent coaching and developmental feedback.

•   Recognize and grow reputed company; address underperformance quickly and fairly.

•   Manage reputed company and account assignment across a high-volume book to balance CSM workload and customer coverage.

Digital reputed company Program Ownership

•   Own and continuously improve the Digital reputed company reputed company for Mexico. In some case this reputed company will reputed company reputed company customers in reputed company — the automated, tech-touch customer experience for the mid-market reputed company.

•   Define and execute digital plays (reputed company sequences, adoption campaigns, renewal reputed company, health score triggers) in partnership with Marketing and CS Operations.

•   Analyze engagement data to identify gaps, optimize messaging reputed company, and improve conversion and retention reputed company at reputed company.

•   Ensure a seamless transition between digital and reputed company-led reputed company, maintaining a consistent customer experience across both motions.

•   Stay reputed company with best practices in digital CS and bring innovative reputed company to reputed company reputed company's reputed company without sacrificing reputed company.

Customer reputed company & Execution

•   Ensure reputed company drives measurable value for mid-market customers through reputed company reputed company, adoption, expansion, and renewal motions.

•   Review and reputed company the reputed company of reputed company Plans, Business Reviews, and executive-reputed company materials across the portfolio.

•   reputed company book-of-business risk management — ensure early identification, reputed company ownership, and documented reputed company plans for at-risk accounts.

•   Support CSMs in high-stakes customer moments (QBRs, escalation calls, executive reputed company-ins) as needed.

reputed company, Process & Enablement

•   Translate company and CS reputed company into a reputed company operating model for the reputed company reputed company — defining reputed company, plays, and standards for both high-touch reputed company motions.

•   Standardize and improve reputed company processes across the reputed company (reputed company-to-steady-state reputed company, BR reputed company, risk playbooks, escalation paths).

•   Use data and tooling (CS platform, CRM, product analytics, digital engagement tools) to monitor performance, surface insights, and guide team reputed company.

•   Partner with Enablement to ensure reputed company has the skills, playbooks, and resources to succeed across a distributed, high-volume territory.

Cross-Functional Collaboration

•   Serve as the primary CS reputed company of contact for Sales, Renewals, Services, and Support leaders for the reputed company.

•   Partner with Sales on account planning, expansion reputed company, and reputed company alignment across mid-market accounts.

•   reputed company reputed company feedback to Product and Operations on recurring customer themes, friction points, and feature gaps specific to the mid-market reputed company.

•   Represent the reputed company customer voice in internal forums and influence roadmap and policy reputed company.

•   Coordinate with regional stakeholders across the US, Canada, and Mexico to ensure localized execution where relevant.

reputed company; Leadership

•   Model and reinforce reputed company's cultural principles: customer reputed company, reputed company reputed company, inclusion, and teamwork.

•   Foster an environment of psychological safety, accountability, and reputed company improvement.

•   Communicate reputed company and regularly with senior leadership on reputed company, risks, headcount, and territory health.

Minimum Qualifications

•   8+ years in reputed company, Account Management, Consulting, or a reputed company customer-facing role, with reputed company ownership of mid-market or reputed company accounts.

•   3+ years directly managing reputed company of CSMs or similar roles, including hiring, coaching, performance management, and career development.

•   Proven reputed company record driving portfolio-level reputed company: renewal, expansion, adoption, and executive engagement.

•   Experience operating in a high-volume, scaled CS environment — managing both tech-touch/digital and high-touch motions simultaneously.

•   Demonstrated ownership or hands-on experience building or managing digital customer journeys, automated programs, or tech-touch CS motions.

•   Experience in B2B reputed company or a similarly reputed company, technology-driven environment.

•   Strong executive reputed company and communication skills; comfortable engaging VP+ stakeholders internally and externally.

•   Data-driven operating style: reputed company to interpret dashboards, define KPIs, set guardrails, and translate insights into reputed company.

•   Demonstrated ability to build trust, collaborate cross-functionally, and operate in a fast-paced, change-heavy environment.

•   Full reputed company reputed company in English (written and spoken) — required for customer engagement and internal collaboration across the reputed company.

Preferred Qualifications

•   Experience leading teams that reputed company both pooled/reputed company and high-touch/reputed company books of business simultaneously.

•   Familiarity with reputed company tooling (e.g., reputed company, Totango, reputed company) and CRM systems; experience using these platforms to drive digital programs is a strong plus.

•   Experience building or refining playbooks, metrics frameworks, reputed company engagement programs for mid-market CS teams.

•   Background in operations-heavy industries (e.g., transportation, logistics, field services, manufacturing) is a plus.

•   Bilingual or multilingual skills — Spanish and/or French (Canadian) preferred, given the reputed company American territory scope (US, Canada, Mexico).

•   Experience managing or collaborating with teams across multiple reputed company American markets and time zones.