Director of LATAM Customer Success at Darktrace leading a high - performing team of CSMs. Overseeing customer lifecycle ensuring value and success across LATAM region.
About the role
- Head of Customer Success leading customer management initiatives at ArcSite. Ensuring SMB and Enterprise clients receive tailored onboarding and support services to maximize product engagement.
Responsibilities
- Lead, mentor, and develop the Enterprise Implementation, SMB Implementation, Customer Support, and Payments teams.
- Build a high-performing, customer-obsessed organization with clear goals, processes, and accountability.
- Act as an escalation point for high-impact or complex customer issues, guiding both strategy and hands-on resolution.
- Improve reactive churn by developing systems for earlier risk detection, better customer communication, and stronger value delivery.
- Partner closely with Product and Engineering to advocate for customer needs, influence roadmaps, and translate customer feedback into actionable insights.
- Standardize and improve onboarding and implementation processes across customer segments.
- Oversee performance metrics, team KPIs, and customer health reporting.
- Collaborate with Sales to ensure smooth handoffs, strong expectations setting, and long-term customer success.
- Identify, design, and launch new programs and initiatives that increase product adoption, reduce churn, and improve customer retention.
- Ensure the Payments customer segment receives world-class support and that issues related to payment processing or workflows are quickly addressed.
- Develop repeatable processes, playbooks, and frameworks for scalability as ArcSite continues to grow.
Requirements
- 8-10+ years of experience in Customer Success, Implementation, or Customer Support, including leadership of multi-functional teams.
- Proven ability to manage a large book of customers across SMB and Enterprise, ideally within a SaaS or technical environment.
- Experience overseeing customer onboarding/implementation and support functions.
- Demonstrated success reducing churn and improving customer retention.
- Hands-on leadership style - comfortable joining calls, helping resolve escalations, and working directly with customers when needed.
- Strong problem-solving skills and the ability to design and execute improvement initiatives from idea to rollout.
- Experience working cross-functionally with Product, Engineering, and Sales.
- Excellent communication, coaching, and stakeholder management skills.
- Process-oriented but scrappy; able to build structure where needed without slowing the team down.
- Ability to thrive in a fast-paced, remote-first startup environment.
Benefits
- Fully remote
- Unlimited PTO
- Medical, dental, and vision insurance
- 401K match
- $75 monthly wellness stipend
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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