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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in Customer Success leadership, focusing on retention, growth, and strategic account management. Proven ability to drive measurable customer value and lead geographically distributed teams while collaborating with cross-functional partners.
Highest-signal resume keywords
Customer Success LeadershipStrategic Account ManagementB2B SaaS ExperienceSalesforce ProficiencyAnalytical and Forecasting Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionCustomer Outcomes ManagementEnterprise Account ManagementGrowth Strategy DevelopmentRisk ManagementCompliance OperationsNegotiation SkillsBusiness PlanningStakeholder EngagementCustomer Success Program Development
Soft Skills
Exceptional CommunicationRelationship ManagementPresentation SkillsTeam LeadershipInfluencing Skills
Tools & Technologies
SalesforceHubSpotCustomer Success Technologies
Industry Keywords
B2BSaaSFintechPaymentsFraud PreventionInformation ServicesData ManagementCompliance
About the role
Key responsibilities & impact- Lead the Customer Success organization across North America and Latin America
- Own retention, growth, and overall health of the Americas customer portfolio
- Serve as the senior Customer Success leader for the region and primary counterpart to regional Sales leadership
- Lead approximately seven Customer Success Managers managing strategic and enterprise customer portfolios
- Ensure customers realize value, retention, growth, and long-term partnership success
- Partner with Sales, Compliance Operations, Product, Support, Marketing, and Revenue Operations
- Drive measurable customer value and contribute to company growth objectives
- Own Net Revenue Retention, customer retention, customer outcomes, and Customer Success Qualified Lead generation across the region
Requirements
What you’ll need- 8+ years of experience in Customer Success, Strategic Account Management, Enterprise Account Management, Consulting, or related customer-facing leadership roles
- 3+ years of experience leading Customer Success, Account Management, or post-sales teams
- Demonstrated success managing strategic or enterprise customer portfolios with accountability for retention, renewals, and growth
- Experience leading executive-level customer engagements and navigating complex stakeholder environments
- Experience building and scaling customer success, account management, or customer retention programs
- Experience in B2B SaaS, technology, data, or information services organizations preferred
- Experience in risk management, compliance, payments, fraud prevention, fintech, or related industries preferred
- Experience using Salesforce, HubSpot, and customer success technologies to manage customer lifecycles and portfolio performance preferred
- Strong commercial acumen and experience identifying and influencing growth opportunities within existing customer relationships
- Strong analytical, forecasting, and business planning capabilities
- Exceptional communication, presentation, negotiation, and relationship management skills
- Experience leading geographically distributed teams across multiple regions and time zones preferred
- Bachelor's degree preferred
Benefits
Comp & perks- Ability and willingness to travel periodically to support customer engagement, executive business reviews, industry events, and internal meetings