Senior Manager, Customer Success - Mexico City Site Lead

About Us 

At SimplePractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients. Our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they’re up and running, and enables new clients to discover and interact with practitioners. Taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use SimplePractice to start, grow, and maintain a successful private practice.

The Role

We’re looking for a highly motivated Senior Manager of Customer Success to take on a leadership role in managing and growing a world-class team based in Mexico City, while collaborating closely with our US-based team. 

As the Customer Success Site Lead for the new location, you will be instrumental in building out this team, ensuring alignment with the broader Customer Success strategy, and driving operational excellence across the region.

This is a key leadership role where you will not only oversee team development and performance but also contribute to the company’s overall success by fostering collaboration between our international teams and shaping the customer experience for our diverse client base.

Responsibilities:

1. Build and Lead a High-Performing Team in Mexico City

• Take ownership of building out the Customer Success team in Mexico City from the ground up.
• Lead recruitment, onboarding, and training efforts to establish a cohesive and motivated team.
• Foster a collaborative and positive work culture that reflects our core values and enhances employee engagement.
• Manage the staffing and development of a growing team, ensuring ongoing training and career development opportunities.
• Collaborate with the US-based team to maintain alignment across teams, including regular check-ins and cross-location initiatives.
• Be a hands-on leader who provides mentorship and guidance to your team members, ensuring they are motivated and aligned with SimplePractice’s mission.

2. Oversee CS Programs and Initiatives Across Locations

• Implement operational best practices that align with company-wide goals and KPIs, ensuring performance metrics are effectively tracked and optimized.
• Work with the Senior Director Customer and other CS leaders to drive improvements in customer experience and support processes.
• Lead initiatives to enhance the customer journey, using data-driven insights to improve both team efficiency and customer satisfaction.
• Act as the customer’s voice within the company, advocating for their needs in product and service development, and ensuring seamless integration of Mexico City operations with global teams.
• Explore and implement new tools and technologies to increase team productivity and customer satisfaction.

3. Drive Customer Success Across Global Teams

• Collaborate with CS teams in the US and globally to ensure all teams meet ambitious revenue and customer retention goals.
• Be an innovative thought leader who leverages new technologies such as AI to drive efficiency and a better customer experience.
• Use qualitative and quantitative insights to contribute to product development, particularly in areas like Stripe Online Payments and Telehealth.
• Provide strategic guidance to CS Leads on how to meet and exceed performance goals, offering best practices and solutions.
• Mentor and coach other leaders within the Customer Success department, ensuring alignment with company-wide initiatives and the customer-first mindset.

4. Cross-Departmental Collaboration and Reporting

• Participate in company-wide meetings and events, representing the CS department’s needs and objectives.
• Build relationships with Product and Engineering that help ensure alignment on customer needs.
• Work closely with Recruiting, Finance, and other internal departments to forecast, justify, and approve the addition of CS team members, ensuring the team scales effectively as we expand in Mexico City.
• Regularly report on team performance, initiatives, and customer success goals to the VP of Customer Success and other stakeholders.

5. Customer-Centric Leadership

• Cultivate a customer-first mindset across your team, ensuring an exceptional experience for every client interaction.
• Act as the ambassador for our customers, ensuring their needs are represented in decision-making and process optimization.
• Stay ahead of industry trends and customer success best practices, bringing fresh ideas and innovative strategies to the table.

Desired Skills & Experience:

• 6-8 years of experience in customer support or service, preferably in a diverse and professional customer environment.
• 6+ years in a supervisory or managerial role, leading both exempt and non-exempt teams.
• Bachelor's degree or equivalent experience.
• Proven experience in managing cross-functional, international teams and driving results across multiple locations.
• Experience with AI solutions in CS a plus
• Strong background in customer success strategies and performance management.
• Demonstrated operational excellence in problem-solving, process improvement, and team leadership.
• Proficient in tools such as Slack, Asana, Google Workspace, Zendesk, and business intelligence tools like Sisense or Mixpanel.
• Working knowledge of HIPAA, PCI-DSS, PHIPA, GDPR, and other relevant regulatory requirements.

Key Skills and Attributes:

• Results-driven leadership: You’re comfortable leading teams through growth, complexity, and change.
• Cultural adaptability: Able to navigate and inspire teams in both Mexico City and the US, fostering collaboration and alignment.
• Empathy and customer focus: You genuinely care about helping people and creating exceptional experiences for both customers and your team.
• Communication: Strong verbal and written communication skills, with the ability to convey messages clearly and effectively in both English and Spanish.
• Self-starter: You can work independently, set priorities, and manage multiple projects with ease.
• Experience in SaaS, startups, or Zendesk environments is a plus.

Benefits:

We offer a competitive benefits program including:

• Privatized Medical, Dental & Vision Coverage
• Work From Home stipend 
• Flexible Time Off (FTO), wellbeing days, paid holidays, and Summer Fridays
• Monthly Meal Reimbursement
• Holiday Bonus, 15-day Aguinaldo
• Hybrid Work Schedule & Catered Lunch
• A relocation bonus for candidates joining us from a different city 
• Employee Resource Groups (ERGs)

California Job Applicant Privacy Notice

Thank you for your interest in opportunities at SimplePractice LLC (“SimplePractice” or “us” or “we” or “our”). Please note that when you submit your resume or application materials to us for employment purposes, you are subject to the SimplePractice California Job Applicant Privacy Notice. 

For more information about our privacy practices, please contact us at [email protected].