Head Customer Success

Head of Customer Success 📍 Mexico City

🔊 Morgan Philips Specialist Recruitment is looking for a Head of Customer Success for a SaaS company 🔊
 

🔎 Role Overview 📝
Design and lead the global Customer Success strategy, ensuring retention, expansion, and product adoption across the customer base through a segmented CSM team and scalable processes that deliver measurable business impact and customer value.
 

💬 Key Responsibilities ⚡️

• Define and execute the Customer Success strategy across all segments (SMB, Mid-Market, Enterprise).

• Lead and develop the CSM team, including Team Leads and segment/industry specialists.

• Ensure a consistent, results-oriented post-sale experience aligned with client business outcomes.

• Design and scale renewal, risk management, and expansion processes.

• Oversee key metrics such as NRR, churn, CSAT, and account health.

• Implement tools, metrics, and playbooks to drive client engagement.

• Partner cross-functionally with Product, Sales, Marketing, and Support to align goals and resolve frictions.

• Represent the voice of the customer at the executive level, driving product and service improvements.

• Foster a culture of accountability and ownership across the team.
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⚠️ Qualifications 🖐🏼

• 5+ years leading Customer Success teams in SaaS companies.

• Experience managing segmented customer models and scaling teams by account type.

• Strong command of customer metrics: NRR, churn, engagement, CSAT, adoption score.

• Proven executive leadership and data-driven decision-making skills.

• Experience leading change management, restructuring, or internationalization projects.

• Familiarity with CS platforms (Gainsight, Planhat, HubSpot, Salesforce, etc.).

• Advanced English required.