Job Description
Directly lead, coach, and develop a team of experienced Customer Success Managers across the Americas, fostering a high-performance, customer-obsessed culture. Define and execute the regional Customer Success strategy for the Americas, aligning with Mambu's global goals and regional commercial objectives such as renewal, expansion, customer health, and satisfaction.
Be accountable for key regional Customer Success metrics, including Gross Retention Rate, Customer Health Score, and Customer Satisfaction, ensuring disciplined consistency across the team in capturing customer data. Leverage data-driven insights to manage team performance, forecast renewals, identify at-risk customers, and pinpoint regional expansion opportunities. Work cross-functionally with multiple departments to ensure a unified approach to the customer, while also communicating regional trends and customer needs.
About Mambu
Mambu is a leading SaaS cloud banking platform on a mission to make banking better for a billion people, shaping the future of financial services.