Senior Advisor - Customer Success - Mexico

Job Description

Job Title: Senior Vice President (SVP) of Customer Success
Location: Mexico City, Mexico
Company: Leading Digital Transformation Firm

Role Overview:

The SVP of Customer Success will play a pivotal role in driving strategic customer engagement, maximizing client satisfaction, and ensuring long-term partnerships. This leader will oversee a global team and collaborate with cross-functional departments to ensure that clients realize the full potential of our digital transformation solutions. The SVP will be responsible for formulating and executing a customer success strategy that promotes growth, reduces churn, and enhances the overall customer experience.

Key Responsibilities:

• Customer Success Strategy: Develop and implement a comprehensive, global customer success strategy aligned with business objectives, ensuring measurable improvements in customer satisfaction, retention, and growth.
• Client Engagement: Serve as the executive sponsor for key accounts, building and nurturing strong relationships with senior executives and decision-makers at client organizations.
• Team Leadership: Lead, mentor, and grow a high-performing global customer success team, including Customer Success Managers (CSMs), technical support, and client engagement professionals.
• Customer Retention & Growth: Drive customer loyalty, identify opportunities for account expansion, and partner with sales teams to develop growth strategies for existing clients.
• Customer Advocacy: Champion the voice of the customer within the organization, providing insights and feedback to product development, sales, and marketing teams to enhance the client experience.
• Digital Transformation Enablement: Guide clients through their digital transformation journey, ensuring they achieve maximum value from the firms solutions and services.
• Data-Driven Decision Making: Utilize data analytics and KPIs to continuously measure customer health, proactively address churn risks, and improve overall client satisfaction.
• Collaboration: Work closely with product, sales, delivery, and support teams to ensure seamless onboarding, adoption, and success of customers with our solutions.
• Market Leadership: Represent the company at industry conferences and events, acting as a thought leader in customer success and digital transformation.

Qualifications:

• Experience: Minimum of 15 years of experience in customer success, account management, or related functions, preferably within digital transformation, SaaS, or IT consulting.
• Leadership: Proven experience leading large-scale, global teams in a dynamic and fast-paced environment, with a track record of driving measurable success in customer engagement and retention.
• Technical Expertise: Strong understanding of digital transformation technologies, including cloud computing, AI, IoT, big data, and enterprise platforms.
• Business Acumen: Ability to manage complex relationships, negotiate contracts, and engage with C-suite stakeholders in multinational enterprises.
• Strategic Thinker: Demonstrated ability to develop and implement customer success strategies that align with overall business goals and drive revenue growth.
• Cultural Awareness: Deep understanding of business practices in Mexico, with the ability to work effectively in a global, multicultural environment.
• Education: A bachelors degree in business, technology, or a related field is required; an MBA or advanced degree is preferred.
• Language Skills: Fluency in English and Spanish

Key Competencies:

• Exceptional leadership and people management skills.
• Customer-centric mindset with a focus on delivering value and success.
• Ability to communicate complex technical concepts clearly and effectively to diverse audiences.
• Strong problem-solving skills, with a proactive and solution-oriented approach.
• Collaborative mindset with the ability to influence across departments and geographies.