General Manager & Director, Customer Success

How you'll add value:

• Serve as the executive leader onsite, representing the Customer Success organization while partnering closely with leaders across all functions based in Mexico. 
• Act as a trusted advisor and escalation point for employee issues, operational risks, and cross-functional challenges—knowing when to resolve directly and when to bring in U.S. leadership. 
• Partner with Site Operations (HR) to ensure the workplace is safe, compliant, and aligned with our cultural values. 
• Champion site culture and engagement, ensuring employees feel connected, valued, and part of the global organization. 
• Maintain operational awareness across all onsite teams, understanding priorities and anticipating where risks or dependencies may impact performance. 
• Build strong trust with U.S.-based leadership, influencing strategic decisions about site growth, priorities, and resourcing. 
• Lead site-level communications and change management, ensuring clarity and alignment across diverse teams. 
• Represent the site in executive discussions, customer visits, and community engagement opportunities. 

GM-Level Competencies

• Executive Presence: Commands respect and credibility with executives, senior leaders, and employees alike; able to represent the company with authority and professionalism. 
• Influence Without Authority: Navigates dotted-line and matrixed structures to align stakeholders and drive outcomes.
• Strategic Thinking: Anticipates challenges, identifies opportunities, and translates observations into actionable recommendations. 
• Operational Acumen: Understands how SaaS customer-facing teams work together and can identify interdependencies and potential risks. 
• Cross-Cultural Leadership: Builds trust and connection across diverse teams and geographies; sensitive to cultural nuances.
• Problem-Solving Agility: Rapidly assesses complex situations, determines the right path forward, and mobilizes resources. 
• Communication Mastery: Delivers clear, concise, and impactful messages to audiences ranging from front-line employees to executive leadership. 
• Change Leadership: Guides teams through transitions with minimal disruption, ensuring engagement and alignment. 

What you'll need to be successful in this role:

• 10+ years of senior leadership experience, including site leadership, general management, or multi-function operational roles. 
• Proven success leading through influence across dotted-line and matrixed reporting structures. 
• Strong operational acumen with an understanding of how SaaS customer-facing teams (Support, Success, Services, Operations) work together. 
• Exceptional communication and interpersonal skills—able to build trust with executives, managers, and employees at all levels. 
• Fluency in English and Spanish (written and verbal). 
• Experience in a multi-national, U.S.-headquartered organization preferred. 
• Demonstrated ability to navigate ambiguity, solve problems quickly, and drive outcomes in fast-paced environments. 
• Bachelor’s degree required; advanced degree a plus.