Customer Success Director - LATAM

POSITION / TITLE:

Customer Success Director - LATAM

OVERVIEW:

The Customer Success Director (CSD) - LATAM is a senior individual contributor responsible for the post-sale success of Kore.ai customers across Latin America. The role owns executive relationships, adoption, value realization, retention, renewals, risk recovery, and value-led expansion across an assigned portfolio. The CSD is the primary customer advocate and orchestrates the broader Kore.ai team and partner ecosystem to deliver measurable business outcomes.

Success requires strong regional and cultural fluency, the ability to engage customers in their preferred language, and sound judgment in complex enterprise environments. The CSD works closely with Sales, Field Delivery/Engineering, Professional Services, Support, Product, and regional partners. This is not a people-management role; it is a high-accountability customer ownership role.

LOCATION:

• Mexico City, Mexico

RESPONSIBILITIES:

• Own the end-to-end customer success lifecycle for an assigned LATAM portfolio, from onboarding and implementation through adoption, value realization, renewal, and expansion.
• Build trusted relationships with executive sponsors, business leaders, IT and AI stakeholders, product owners, and day-to-day customer teams across the region.
• Lead customer conversations in Spanish and English so language or cultural barriers never limit Kore.ai's ability to understand customer needs, risk, sentiment, or business priorities.
• Develop and maintain customer success plans with clear business outcomes, adoption milestones, measurable KPIs, executive governance, and value-realization objectives.
• Lead executive business reviews and governance sessions focused on outcomes, adoption, roadmap alignment, risk, ROI, and next-step priorities.
• Identify customer risk early and lead structured recovery plans for red or at-risk accounts with clear owners, actions, timelines, executive engagement, and evidence of progress.
• Orchestrate Sales, Field Delivery/Engineering, Professional Services, Support, Product, and Solutions to resolve blockers and deliver customer commitments.
• Work effectively with regional implementation, reseller, and technology partners where customers are partner-led, while maintaining clear Kore.ai ownership of outcomes and relationship health.
• Track implementation, migration, adoption, and production health; escalate quickly when delivery or product challenges threaten customer outcomes or renewal confidence.
• Own renewal readiness and partner with Sales on commercial strategy, ensuring risk is identified early and value is documented well before contract milestones.
• Identify value-based expansion opportunities and partner with Sales on additional use cases, business units, and Kore.ai capabilities supported by demonstrated outcomes.
• Maintain accurate customer health, renewal risk, executive relationship, adoption, and action-plan data in Kore.ai systems of record.
• Travel across Latin America as needed for strategic customer meetings, executive reviews, recovery situations, and key implementation milestones.

REQUIRED EXPERIENCE & SKILLS

• Minimum 7+ years of experience in enterprise customer success, strategic account management, enterprise software, digital transformation, consulting, solution delivery, or a comparable senior customer-facing role required.
• Experience with AI, agentic AI, conversational AI, automation, customer experience technology, or other enterprise SaaS platforms required.
• Experience supporting customers across multiple Latin American markets, including Mexico and South America required.
• Demonstrated ownership of complex enterprise customers, including executive relationships, adoption, renewals, escalations, and measurable business outcomes required.
• Fluency in both Spanish and English required.
• Currently residing in Mexico required; Mexico City is highly preferred.
• Experience leading cross-functional teams through influence rather than authority, including globally distributed and offshore delivery teams required.
• Minimum 2 years people management experience required.
• Strong understanding of customer success disciplines including success planning, customer journey management, health/risk assessment, executive governance, renewal management, and value realization required.
• Proven ability to manage high-risk customer situations with urgency, structure, clear communication, and strong follow-through required.
• Commercial mindset with experience supporting renewals, retention, upsell, and cross-sell based on realized customer value required.
• Excellent written and verbal communication skills with technical and non-technical audiences required.
• High degree of independence, judgment, ownership, and comfort operating in a fast-moving global technology environment required.

PREFERRED

• Experience supporting customers across multiple Latin American markets, including Mexico and South America.
• Working knowledge of Portuguese or prior experience supporting Brazilian enterprise customers.
• Fluency in Portuguese is strongly preferred.

EDUCATION

• Preferred - BS/BA in a related discipline or equivalent professional experience.