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Director, Customer Success

Work from home Full-time role Hiring

We are looking for a dynamic, experienced

Director of Customer Success to lead and grow our Mexico-based team of Customer Experience professionals. This role will oversee team members across multiple functions, including Customer Support, Professional Services, Data Import, and Customer Success. The Sr. Manager will be responsible for ensuring alignment across these teams, driving performance, and fostering a positive and high-performing culture.

This role is critical to the success of our customers and the Mexico based Customer Success organization and will partner closely with cross-functional leaders in the U.S. to align on goals, expectations, and operational excellence.

How you'll add value

  • Lead and manage a cross-functional team across Support, Services, Data, and Success teams based in Mexico. 
  • Establish and maintain strong working relationships with U.S.-based department leaders to ensure alignment on priorities, policies, and performance. 
  • Drive operational excellence across all teams by identifying opportunities for process improvement, consistency, and efficiency. 
  • Collaborate with People Operations, team leaders, and other internal teams to recruit, onboard, and retain top talent in Mexico. 
  • Serve as the primary point of contact for the Mexico based team, owning all operational responsibilities.  
  • Provide coaching, development, and performance feedback to team leaders and individual contributors. 
  • Partner with internal stakeholders (Enablement, People, IT, QA, Customer Success) to ensure team compliance and success. 
  • Champion a strong, positive, and inclusive culture that aligns with Restaurant365’s values. 
  • Ensure teams meet their key performance indicators and contribute to an positive customer experience while meeting targets and goals established 
  • Manage communication and change management for initiatives impacting the Mexico team. 
  • Proactively identify risks and implement mitigation plans to maintain high levels of team productivity and morale. 
  • Act as a point of escalation for critical issues requiring leadership support or cross-functional coordination. 
  • Other duties as assigned.

    • What you'll need to be successful in this role

  • 10+ years of leadership experience in Customer Experience functions such as Customer Success, Support, or Services, ideally within a SaaS environment. 
  • 3+ years managing cross-functional or multi-disciplinary teams. 
  • 4+ years managing leaders at a senior level in a cross-functional or multi-disciplinary environment. 
  • Experience working with US customers and businesses.
  • Strong people management skills, including the ability to lead, motivate, and develop diverse teams. 
  • Exceptional communication and interpersonal skills, with fluency in both English and Spanish required. 
  • Prior experience working within a geographically diversified CS/CX organization. 
  • Ability to influence and collaborate across departments.
  • Be a data-driven decision-maker with a strong focus on operational performance and continuous improvement. 
  • An affinity for fast paced, continually changing environments.  
  • Ability to work in an in-office environment potentially 5 days a week.  
  • Industry expertise, specifically Restaurant management and/or operations or finance and accounting experience. 
  • Passion for delivering exceptional customer experiences. 
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