Director of Customer Success – Mexico-Based Team Lead

At arenaflex, we're on a mission to revolutionize the way businesses operate and succeed. As a leading innovator in the industry, we're committed to delivering exceptional customer experiences that drive growth and satisfaction. We're now seeking an experienced and dynamic Director of Customer Success to lead and grow our Mexico-based team of Customer Experience professionals. This is an exciting opportunity to join a forward-thinking organization that values innovation, collaboration, and customer-centricity.

About arenaflex

arenaflex is a cutting-edge company that's changing the game in the industry. With a strong focus on innovation and customer satisfaction, we're dedicated to helping businesses succeed and thrive. Our team is passionate about delivering exceptional experiences that exceed customer expectations, and we're looking for like-minded individuals to join our journey.

Job Summary

As the Director of Customer Success, you'll be responsible for leading and managing a cross-functional team across multiple functions, including Customer Support, Professional Services, Data Import, and Customer Success. You'll oversee team members based in Mexico and work closely with cross-functional leaders in the U.S. to align on goals, expectations, and operational excellence. This is a critical role that requires a strong leader with exceptional people management skills, a passion for delivering exceptional customer experiences, and a proven track record of driving performance and growth.

Key Responsibilities

As the Director of Customer Success, you'll be responsible for:

• Leading and managing a cross-functional team across Support, Services, Data, and Success teams based in Mexico
• Establishing and maintaining strong working relationships with U.S.-based department leaders to ensure alignment on priorities, policies, and performance
• Driving operational excellence across all teams by identifying opportunities for process improvement, consistency, and efficiency
• Collaborating with People Operations, team leaders, and other internal teams to recruit, onboard, and retain top talent in Mexico
• Serving as the primary point of contact for the Mexico-based team, owning all operational responsibilities
• Providing coaching, development, and performance feedback to team leaders and individual contributors
• Partnering with internal stakeholders (Enablement, People, IT, QA, Customer Success) to ensure team compliance and success
• Championing a strong, positive, and inclusive culture that aligns with arenaflex's values
• Ensuring teams meet their key performance indicators and contribute to a positive customer experience while meeting targets and goals established
• Managing communication and change management for initiatives impacting the Mexico team
• Proactively identifying risks and implementing mitigation plans to maintain high levels of team productivity and morale
• Acting as a point of escalation for critical issues requiring leadership support or cross-functional coordination

What You'll Need to Be Successful in This Role

To be successful in this role, you'll need:

• 10+ years of leadership experience in Customer Experience functions such as Customer Success, Support, or Services, ideally within a SaaS environment
• 3+ years managing cross-functional or multi-disciplinary teams
• 4+ years managing leaders at a senior level in a cross-functional or multi-disciplinary environment
• Experience working with US customers and businesses
• Strong people management skills, including the ability to lead, motivate, and develop diverse teams
• Exceptional communication and interpersonal skills, with fluency in both English and Spanish required
• Prior experience working within a geographically diversified CS/CX organization
• Ability to influence and collaborate across departments
• Be a data-driven decision-maker with a strong focus on operational performance and continuous improvement
• An affinity for fast-paced, continually changing environments
• Ability to work in an in-office environment potentially 5 days a week
• Industry expertise, specifically Restaurant management and/or operations or finance and accounting experience
• Passion for delivering exceptional customer experiences

What We Offer

As a Director of Customer Success at arenaflex, you'll enjoy a range of benefits, including:

• Competitive salary and bonus structure
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) matching program
• Generous paid time off and holidays
• Opportunities for professional growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance

How to Apply

If you're a motivated and experienced leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your qualifications and experience. We can't wait to hear from you! Apply to this Job Apply for this job