Head of Customer Success
ClearMechanic is looking for a Head of Customer Success to own the performance, health and growth of our installed customer base across Latin America.
This is a player-coach leadership role. We need someone who can build the operating system behind Customer Success while personally stepping into strategic enterprise accounts when required.
The role owns customer health, retention, expansion, adoption and the performance of the Customer Success team.
This is not primarily a coordination role. We are looking for someone who can turn customer data into decisions, identify risk before churn appears, create repeatable expansion motions and hold the team accountable for business outcomes.
What you will own
- Retention, expansion and revenue performance across the existing customer portfolio.
- A reliable view of portfolio health, risk, adoption and expansion potential.
- Churn, renewal and expansion forecasting.
- Customer segmentation, service levels and account management cadences.
- Territory and account planning across the Customer Success team.
- Executive relationships with strategic enterprise customers.
- Identification and execution of upsell, cross-sell, pricing and multi-location expansion opportunities.
- Performance management, coaching and development of Account Executives.
- Clear ownership and follow-through on customer commitments.
- Customer adoption after implementation, including identifying gaps before they become retention risks.
- Collaboration with Sales, RevOps, Implementation, Support, Product and Engineering to remove friction across the customer lifecycle.
- Building systems and processes that allow the portfolio to scale without increasing coordination and headcount proportionally.
What success looks like
During your first months, we expect you to build a clear and actionable operating model for Customer Success.
That means:
- Every account has a clear owner, health status, risk level, next action and expansion potential.
- Leadership has reliable visibility into retention risk and expansion opportunities.
- Account Executives understand their territories, priorities and revenue responsibilities.
- Customer activity is connected to business outcomes rather than simply meetings, visits or tasks completed.
- Risks are identified before the customer signals an intention to leave.
- Expansion opportunities become a managed pipeline rather than isolated events.
- Strategic customers have clear account plans and executive-level engagement.
- The team operates through repeatable cadences, metrics and accountability instead of depending on escalations or leadership intervention.
- Manual and low-value activities are progressively standardized, automated or eliminated.
What we are looking for
You have already operated a Customer Success or Account Management function in a B2B SaaS environment and can demonstrate ownership of business outcomes, not only customer relationships.
You should be able to demonstrate:
- Ownership of retention and expansion targets.
- Management of a meaningful B2B SaaS customer portfolio.
- Experience with enterprise or multi-location customers.
- Strong analytical skills and comfort working directly with account-level data.
- Experience building or operating customer health models.
- Experience with segmentation, portfolio reviews, account planning and forecasting.
- Ability to identify churn risk before it becomes explicit.
- Ability to identify and execute expansion opportunities within existing customers.
- Strong commercial judgment.
- Experience coaching and performance-managing Customer Success or Account Management teams.
- Ability to challenge priorities and distinguish high-value customer work from operational noise.
- Strong executive communication skills.
- Fluent Spanish and English.
- Willingness to travel to customer locations across Mexico and Latin America.
Experience in automotive, dealer technology, vertical SaaS or complex operational software is valuable, but not required.
The profile we want
We are looking for someone who is comfortable moving between three levels:
Portfolio: What is happening across the entire customer base?
Team: Is each Account Executive focused on the right customers, outcomes and opportunities?
Account: When an important customer needs senior involvement, can you personally enter the conversation, diagnose the problem and move the relationship forward?
We value leaders who build systems, but who are also willing to execute when necessary.
What this role is not
This is not a Customer Support leadership role.
It is not primarily a project coordination role.
And it is not a role where success is measured by how many meetings, visits or activities the team completes.
Customer Success at ClearMechanic will be measured by customer health, adoption, retention, expansion and revenue growth.
