Customer Success Team Leader

About the role

Fudo is seeking a Customer Success Team Leader to guide and direct the efforts of the customer success group. This role involves overseeing team performance, setting goals, and ensuring clients receive the support they need throughout their journey with the company. The leader will be responsible for building strong relationships with customers and aligning the team with the company's mission and values. This position is based in Ciudad de México and operates as a full-time role within the organization, where the leader will drive initiatives that improve customer retention and long-term satisfaction across all accounts.

Key facts

What you'll do

1 Lead and manage the customer success team to achieve retention and satisfaction targets

2 Develop strategies that improve the overall experience for Fudo's clients and partners

3 Monitor team performance through regular reviews and one-on-one coaching meetings

4 Collaborate with other departments to address customer needs and resolve escalations

5 Create training materials and structured onboarding plans for new team members

6 Analyze customer feedback and identify patterns that inform product and service improvements

7 Set quarterly and annual goals for the customer success group and track progress

8 Serve as the primary point of contact for high-priority client accounts and concerns

9 Track key metrics related to customer health scores and renewal rates consistently

10 Foster a culture of accountability and continuous improvement within the customer success team

11 Coordinate cross-functional efforts to resolve complex customer issues and ensure follow-through

12 Report on team outcomes and achievements to senior leadership on a regular basis

13 Design and implement processes that standardize best practices across the customer success group

14 Advocate for customer needs internally by communicating insights to product and engineering teams

15 Partner with customers to understand their evolving needs and recommend solutions that add value

16 Facilitate regular team meetings to share best practices and align on priorities for the quarter

Requirements

1 Proven experience leading a customer success or account management team in a professional setting

2 Strong understanding of customer retention principles and industry best practices for satisfaction

3 Ability to communicate effectively with stakeholders at all organizational levels and departments

4 Demonstrated skill in coaching mentoring and developing team members to reach their potential

5 Solid experience with customer relationship management platforms and associated tools for tracking

6 Bachelor's degree or equivalent practical experience in a related field of study

7 Track record of consistently meeting or exceeding customer satisfaction and retention goals

8 Comfort with data analysis and regular reporting on team performance and outcomes

9 Ability to manage multiple priorities effectively in a fast-paced and dynamic environment

10 Willingness to work on-site in the Ciudad de México office on a regular basis

11 Experience building and maintaining processes that scale as the customer base grows

12 Strong interpersonal skills and the ability to influence cross-functional partners positively

Nice to have

1 Familiarity with the specific industry verticals that Fudo serves and their unique needs

2 Experience working with remote or distributed team members across different time zones

3 Knowledge of customer success platforms and automation tools for scaling operations efficiently

4 Background in SaaS or technology sector customer operations and retention strategies

5 Prior experience mentoring and developing individual contributors into high-performing team members

Skills & tools

1 Customer relationship management software proficiency and day-to-day administration

2 Data analysis and reporting capabilities using spreadsheets dashboards and visualization tools

3 Team leadership and people management techniques for scaling groups effectively

4 Written and verbal communication skills for stakeholder engagement and presentations

5 Problem-solving and conflict resolution abilities in client-facing and internal situations

6 Project management and organizational planning for team workflows and deadlines

7 Familiarity with customer health scoring models and retention analytics methods

Practical notes

1 This role is based in the Ciudad de México office and requires consistent on-site presence

2 The position is full-time with standard business hours and predictable scheduling expectations

3 The Customer Success Team Leader reports directly to senior management within Fudo

4 Candidates should expect to work closely with product and engineering teams on a daily basis

5 Regular collaboration with the sales and marketing departments is expected as part of cross-functional initiatives

6 The team leader will have the opportunity to shape the direction of the customer success function