Manager, Customer Success (Cuauhtémoc)

Job Description

At LinkedIn, our approach to flexible work is centered on trust and optimized for culture, connection, clarity, and the evolving needs of our business. The work location of this role is hybrid and will be based in Mexico City, meaning it will be performed both from home and from a LinkedIn office on select days, as determined by the business needs of the team.

We are seeking a Manager, Customer Success to lead our Hispanic LATAM Customer Success team. This team plays a critical role in ensuring our customers achieve meaningful outcomes with LinkedIn’s Talent solutions.

As a leader, you will be responsible for building, developing, and inspiring a high‑performing team of Customer Success Managers (CSMs), while driving customer adoption, engagement, satisfaction, and retention across your portfolio. You will serve as both a strategic leader and a hands‑on partner in key customer engagements, helping navigate complex scenarios and ensuring long‑term success.

You will also play a key role in shaping regional strategy, driving operational excellence, and influencing cross‑functional initiatives across Sales, Product, and Operations.

Responsibilities

Team Leadership & Talent Development

• Lead, coach, and develop a team of Customer Success Managers, fostering a high-performance and growth‑oriented culture
• Attract, hire, and retain top talent, while maintaining a strong pipeline for future hiring needs
• Model an “always be coaching” mindset, providing ongoing feedback, mentorship, and career development support
• Partner with Customer Success leaders across LATAM to drive alignment and share best practices

Customer Outcomes & Impact

• Ensure customers achieve measurable outcomes through strong adoption and engagement with LinkedIn Talent solutions
• Develop deep expertise in LinkedIn products, customer use cases, and regional market dynamics
• Engage directly with senior customer stakeholders to support strategic accounts and mitigate renewal risk
• Guide your team through complex customer scenarios, including escalations and executive‑level conversations

Business & Operational Leadership

• Own the health and performance of your segment, including renewal forecasting, risk management, and retention outcomes
• Drive consistent execution against key metrics, including adoption, engagement, churn reduction, and customer value realization
• Coach your team to effectively use CRM and Customer Success platforms (e.g., Microsoft Dynamics, Gainsight) to manage customer health, track engagement, and inform decisions
• Leverage data and insights to identify trends, improve predictability, and elevate team performance
• Lead your team through change, ensuring clarity in priorities, processes, and tools
• Identify and implement improvements to post‑sales processes, systems, and ways of working within your team and segment
• Contribute to regional initiatives and support the rollout of global programs, ensuring strong execution and local adoption

Cross‑Functional Partnership

• Partner closely with Sales leadership to align on account strategy, customer health, and business goals
• Collaborate with cross‑functional teams (e.g., Product, Operations, Marketing) to represent the voice of the customer and drive improvements
• Contribute to regional and global initiatives, ensuring effective execution and local relevance

Qualifications

Basic Qualifications

• Fluent in Spanish and English
• 7+ years of customer‑facing experience in a SaaS, technology, or related industry
• 1+ year of people management experience or demonstrated leadership through cross‑functional initiatives

Preferred Qualifications

• Portuguese proficiency is a plus
• Experience in recruitment technology, HR tech, or learning and development solutions
• Strong understanding of the LATAM market and operating within a integral organization
• Proven ability to lead teams through change and drive business outcomes in a matrixed environment
• Strong communication and influencing skills, with the ability to engage effectively with internal and customer stakeholders