Role Overview

The Sr. Manager, North America Customer Success Operations will lead operational strategies and execution for the customer success function across the North America region within the associated product lines. This leader will align strategy, processes, and resources to deliver exceptional post-sales experiences while driving long-term customer retention, growth and revenue generation. Partnering closely with North America’s Commercial, Product, Marketing, and Finance teams and cross-functional stakeholders, this role ensures operational excellence, world-class customer support and seamless alignment between CS North America execution and Americas objectives.

Key Responsibilities

•       Leadership: Serve as a key member of the Americas Customer Success leadership team, representing Customer Success Operations and championing customer success priorities, and ensuring alignment with CS Americas initiatives.

•       Strategy & Execution: Lead the North America Customer Success Operations team, defining and executing regional strategies that support global objectives and elevate customer satisfaction, retention, growth and revenue generation.

•       Operational Excellence: Design and implement scalable processes across customer onboarding, health monitoring, renewals, and escalations, ensuring the reliable performance of all customer success systems and tools.

•       Cross-Functional Collaboration: Partner with regional customer success leaders and Sales, Product, Marketing, and Finance teams to deliver world-class customer experience and drive alignment on shared objectives, KPIs, and improvement initiatives.

•       Insights & Analytics: Analyze North America customer success metrics to identify regional trends, gaps, and opportunities. Convert insights into actionable recommendations that help leadership improve processes and allocate resources effectively.

•       Team Leadership & Development: Build, coach, and develop a high-performing regional team, fostering an inclusive, collaborative culture that drives accountability and results.

•       Customer Advocacy: Serve as the regional voice of the customer, ensuring local needs and challenges inform the development of global strategies and programs.

•       Regional Coordination: Act as the primary regional point of contact for North America Customer Success Operations, ensuring tight alignment with Americas customer success initiatives.

•       Continuous Improvement: Identify, implement, and refine best practices to continuously enhance customer success operations across North America.

•       Budget & Financial Management: Execute organization’s budget, ensuring efficient resource allocation, cost optimization, and delivery against financial targets.

 

 

What We're Looking For

•       Experience: 12+ years of total professional experience, including 8+ years in Customer Success, Service Delivery, or Operations, and a minimum of 5 years in a people leadership role overseeing Customer Success, Service Delivery, or related functions. Proven success driving strategic initiatives, leading large teams, and delivering operational and financial outcomes across multiple markets.

•       Education: Bachelor’s degree in business administration, Operations Management, Industrial Engineering or a related field is required; MBA or master’s degree is preferred. Equivalent experience in large-scale leadership roles involving significant organizational impact and complex decision-making will also be considered.

•       Financial Acumen: Demonstrated expertise in budget execution and resource allocation, with a track record of optimizing costs while achieving business goals.

•       Operational Leadership: Proven success leading and scaling customer support/success operations in complex, multi-channel environments (voice, chat, email, and self-service), driving problem resolution, process improvement and efficiency across cross-functional teams. Defines and managers support KPIs (AHT, FCR, CSAT, QA, abandonment rate, SLA compliance) and consistently translates performance data into operational improvements that enhance both efficiency and great customer satisfaction.

•       Regional Expertise: Deep understanding of North America’s market dynamics, regulatory considerations, and customer needs, with the ability to adapt global strategies to local contexts.

•       Communication, Influence & Language Proficiency: Outstanding interpersonal and communication skills, with proven ability to influence stakeholders at all levels and drive cross-functional alignment in executive, customer-facing, and team settings. Professional proficiency in English and Spanish is required, with French considered a plus, across both written and verbal communication.

•       Technical Proficiency: Proficient in CRM and CS platforms (Salesforce, HubSpot, Microsoft Dynamics, or similar) and cloud-based contact center and IVR/CPaaS solutions (Twilio, Amazon Connect, Genesys Cloud, or similar), with solid understanding of call management, queue management, and omnichannel integration across voice and digital channels. Interprets CS metrics (Churn, NPS, etc.) and contact center KPIs (SLA, ASA, AHT, FCR, abandonment rate) using BI tools like Tableau or Power BI, and demonstrates familiarity with AI-powered capabilities, virtual agents, predictive churn, and self-service automation.

•       People Leadership: Proven ability to build, develop, and retain high-performing teams, fostering a culture of accountability, continuous learning, and customer-centricity. Brings experience coaching and mentoring team members through structured development plans, clear goal-setting, and consistent feedback, while driving performance aligned to both individual growth and organizational objectives. Apply strong change management, conflict resolution, and emotional intelligence skills, with the ability to inspire teams through ambiguity, influence cross-functionally, and lead diverse teams effectively.

•       Cross-Functional Partnership: Proven ability to build strong partnerships across Sales, Product, Marketing, Finance, and Operations, aligning cross-functional efforts to deliver consistent customer outcomes and shared business goals. Brings experience influencing without direct authority, navigating organizational complexity, and effectively translating insights into actionable input for partner teams — ensuring a seamless, unified customer experience.

•       Strategic Mindset: Strong strategic thinker with a track record of optimizing processes, scaling teams, and driving sustainable performance improvements across diverse markets.