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You’ll balance people leadership, strategic direction, and hands-on customer impact - driving excellence in post-sales outcomes and ensuring your team consistently delivers measurable value to customers and the business.</p>\n<p>You will:</p>\n<ul>\n<li>Lead, coach, and develop a high-performing CS team, owning team and regional NRR performance, customer retention, and expansion goals.</li>\n</ul>\n<ul>\n<li>Act as a player-coach: directly manage priority accounts, join key customer conversations, and model best-in-class success practices.</li>\n</ul>\n<ul>\n<li>Lead by example in complex post-sales and renewal cycles, unblocking issues, driving adoption, and identifying expansion opportunities.</li>\n</ul>\n<ul>\n<li>Set strategic direction for the team, aligning customer success initiatives with company goals and market trends.</li>\n</ul>\n<ul>\n<li>Monitor and optimize delivery quality across all accounts, ensuring consistency, excellence, and predictability in customer outcomes, implementing scalable processes that improve accuracy, visibility, and operational efficiency.</li>\n</ul>\n<ul>\n<li>Design and implement repeatable playbooks for renewals, upsells, and adoption; automate workflows and tools to scale team impact.</li>\n</ul>\n<ul>\n<li>Own the ongoing development and optimization of best practices for Enterprise, Commercial and Scale playbooks, ensuring consistent execution, measurable impact, and continuous refinement as the business evolves.</li>\n</ul>\n<ul>\n<li>Build and maintain executive-level relationships across priority accounts, serving as a strategic advisor and customer advocate in internal and external forums.</li>\n</ul>\n<ul>\n<li>Represent the voice of the customer in leadership discussions, influencing roadmap, operations, and revenue strategies.</li>\n</ul>\n<ul>\n<li>Partner with Spanish LATAM GTM &amp; cross functional leadership to align organizational objectives, drive cross-functional initiatives, and ensure cohesive execution across customer success, sales, and operations teams.</li>\n</ul>\n<p>Requirements</p>\n<ul>\n<li>10+ years of experience in Customer Success or post-sales roles within SaaS, ideally some of this with accounts in Spanish LATAM regions</li>\n</ul>\n<ul>\n<li>Deep understanding and experience successfully managing customer relationships within the Spanish LATAM region</li>\n</ul>\n<ul>\n<li>Demonstrated technical acumen with the ability to upskill and enable the team - fostering confidence in navigating product capabilities, integrations, and data insights to strengthen customer outcomes.</li>\n</ul>\n<ul>\n<li>8+ years of direct people leadership experience - managing CSMs, driving team quota, and developing talent through coaching and enablement. 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