Customer Success – Regional Manager

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🔥 2 minutes ago

🇲🇽 Mexico – Remote

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Engageware

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2000

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Engageware is an AI-powered customer engagement platform that helps organizations automate customer service and drive sales through omnichannel virtual and human-assisted interactions. The platform provides virtual assistants, conversational AI, appointment scheduling (including enterprise and Salesforce integrations), video banking, lobby & queue management, and unified knowledge management to improve customer self-service and employee efficiency. Engageware primarily serves banks, credit unions, retailers, wealth managers, higher education and other enterprises as a secure, scalable SaaS solution.

📋 Description

• Execute the regional Customer Success strategy in alignment with global company and CS priorities. • Translate global CS initiatives, processes, and standards into effective regional execution. • Identify regional trends, customer needs, market dynamics, and opportunities. • Partner with Sales, Professional Services, Support, Product, Marketing, and Finance to ensure a coordinated customer strategy. • Own regional Customer Success performance, focusing on NRR, GRR, renewals, churn prevention, and expansion opportunities. • Establish visibility into the regional renewal pipeline and ARR at risk. • Lead regional risk-management and escalation processes for strategic and high-risk accounts. • Ensure CSMs have clear account plans, success plans, and action plans. • Partner with Sales and Account Management on expansion, cross-sell, and upsell opportunities. • Build and maintain executive-level relationships with key regional customers. • Support strategic customer conversations, executive business reviews, QBRs, escalations, and renewal discussions. • Act as an escalation point for critical customer situations and coordinate cross-functional resolution. • Communicate customer feedback and market insights to Product, Sales, Support, Engineering, and leadership. • Lead, coach, and develop regional Customer Success team members. • Ensure customer segmentation, coverage models, and account ownership across the region. • Partner with Talent/HR on hiring, onboarding, performance management, and organizational design. • Drive scalable CS processes, tools, and methodologies across the region. • Ensure CRM and CS platforms provide accurate visibility into customer health, renewals, risks, activities, and outcomes. • Improve CSM productivity through automation, AI, Digital CS, and standardized processes. • Improve visibility and predictability of renewals, churn risk, and ARR at risk. • Strengthen executive relationships, customer value realization, adoption, regional NRR, and expansion.

🎯 Requirements

• 5+ years of experience in Customer Success, Account Management, SaaS, or a related customer-facing function. • 3+ years of experience managing Customer Success teams or leaders. • Proven experience managing enterprise and strategic customer relationships. • Understanding of SaaS metrics, including NRR, GRR, churn, ARR, renewals, and expansion. • Experience working cross-functionally with Sales, Professional Services, Support, Product, and Marketing. • Ability to connect customer outcomes to commercial results. • Experience building scalable Customer Success processes and operating models. • Strong executive communication, presentation, negotiation, and stakeholder-management skills. • Data-driven approach to decision-making and problem solving. • Experience with CRM and Customer Success platforms such as Salesforce, Gainsight, or similar tools. • Fluency in English and Spanish; Portuguese is a plus for broader Latin American coverage.

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