Senior Director, Customer Success – LATAM

Role Summary

We are looking for a Senior Director, Customer Success for Latin America to own the retention and growth strategy for our LATAM customer base — from SMB at scale to larger, strategic accounts.

This is a hands-on regional leadership role within a global Customer Success organization. You will own regional outcomes, define and launch LATAM-specific retention and growth initiatives, and adapt the global Customer Success model to what works best for the market. You will be expected to bring fresh, data-informed ideas, turn them into measurable programs, and drive execution with speed and rigor.

You will also act as the voice of LATAM within the global organization, influencing global teams and senior stakeholders to secure the priorities, resources, and decisions the region needs to succeed.

This role is ideal for a results-driven, entrepreneurial CS leader who combines strategic thinking with hands-on execution — someone who can identify opportunities, build the strategy, remove blockers, and deliver measurable business outcomes.

What you'll do

• Own the LATAM retention and growth strategy — define the regional agenda and identify new opportunities to improve retention, adoption, and expansion across the customer base.

• Design, launch, and iterate region-specific programs — develop lifecycle motions, retention plays, and growth initiatives tailored to LATAM segments; test, measure, and continuously improve based on results.

• Adapt and elevate the global Customer Success model for LATAM — leverage global frameworks, playbooks, and KPIs where they work, while reshaping them where local market dynamics require a different approach.

• Drive the full customer lifecycle — own onboarding, adoption, engagement, expansion, and renewals, balancing scalable SMB motions with a more sophisticated approach for larger and strategic accounts.

• Execute with pace and quality — translate strategy into action, maintain high execution standards, and ensure regional priorities consistently move forward.

• Unblock issues, escalations, and cross-functional initiatives — act as a regional problem-solver, rapidly removing obstacles and driving complex issues and projects to resolution.

• Influence global teams on behalf of LATAM — partner with global Customer Success, Product, Risk, Operations, Sales, and Support teams to advocate for regional priorities and secure the resources and decisions needed to deliver results.

• Own regional performance and KPIs — maintain accountability for retention, NRR/GRR, product adoption, churn, segmentation health, and other key Customer Success metrics.

• Establish a disciplined operating cadence — lead dashboards, QBRs, success scorecards, forecasting, and executive reporting for the LATAM business.

• Build, coach, and scale the regional CS organization — hire, develop, and retain high-performing talent while establishing a culture of ownership, accountability, speed, and customer obsession.

• Strengthen regional cross-functional alignment — work closely with Sales, Product, Risk, Operations, and Support to improve customer outcomes and operational efficiency.

• Be the voice of the LATAM customer — consolidate regional insights and translate them into clear, actionable recommendations for global teams.

• Build executive customer relationships — engage directly with key and strategic accounts, particularly in high-value, complex, or escalated situations.

Who you are

• 10–15+ years of experience in Customer Success, Account Management, Post-Sales, or a related customer-facing function, including senior leadership experience.

• 5+ years leading regional or country-level Customer Success teams, with direct accountability for execution, customer outcomes, and business results.

• A proven track record of hands-on execution and delivering results in fast-paced, complex environments.

• Demonstrated experience originating and launching retention and growth strategies, not simply executing existing programs.

• Strong experience operating Customer Success models at scale, including segmentation, lifecycle design, playbooks, KPI frameworks, and operating cadences.

• Proven ability to influence across a matrix organization, including senior and global stakeholders, without relying on direct authority.

• Experience in fintech or payments is a significant advantage.

• Experience managing SMB customers at scale is a strong advantage.

• Experience evolving Customer Success toward more strategic and upmarket customer engagement is a strong advantage.

• Deep knowledge of the LATAM market and professional fluency in Spanish and/or Portuguese, plus business-level English.