Customer Success Team Lead – Licensing & Operations

NORAM

Scope: Full Time | Location: Mexico City | Hybrid Model (3 days at the office)

• Are you an experienced Customer Success professional ready to lead and develop a high-impact team?

• Do you enjoy driving customer satisfaction while supporting revenue growth and operational excellence?

If so, this opportunity may be for you.

The Customer Success Lead is responsible for leading and developing a team of Customer Success Managers (CSMs) while ensuring consistent, high-quality delivery across the customer portfolio.

This role provides leadership, coaching, and operational oversight, ensuring the team effectively manages the end-to-end customer journey from quote to renewal.

The Lead also serves as a key escalation point for complex customer situations, monitors team performance, and collaborates with Sales and cross-functional teams to drive customer satisfaction, retention, and revenue growth.

What you will do: 

• Lead, coach, and develop a team of Customer Success Managers.

• Oversee the end-to-end customer journey across the portfolio.

• Act as an escalation point for complex customer issues.

• Monitor team performance, customer satisfaction, and renewal outcomes.

• Partner with Sales and internal teams to support customer retention and growth.