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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