Senior Director, Cloud Success

• Build, lead, and develop a world-class team of Technical Support Engineers, Success Guides, and Architects in Mexico City
• Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals
• Resource and organize teams effectively to drive customer outcomes across all segments
• Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values
• Find, hire, and retain the best technical and customer-facing talent in the region
• Create an environment of stronger employee engagement through regular connects including 1:1s, all-hands, and office hours
• Secure psychological safety everywhere, * Lead the technical support team to drive Customer Success through rapid issue resolution and proactive guidance
• Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainment
• Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions
• Ensure the team KPIs are met or exceeded across Global Support standards
• Exemplify a positive customer experience through effective communication in every interaction with the customer
• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution, * Drive customer adoption of Service Cloud capabilities including Digital Engagement, Field Service, Einstein for Service, Omni-Channel, and other platform features
• Ensure customers launch Service Cloud successfully, adopt it widely, and gain continuous business value
• Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities
• Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships
• Take a hands-on approach to personally create customer wins, references, and case studies
• Lead Success Guides and Architects to deliver proactive success planning and strategic guidance

Cross-Functional Collaboration & Strategy

• Align with global stakeholders as a Service Cloud product lead
• Work with Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience
• Represent the voice of the customer to stakeholders across the organization
• Understand industry support and success best practices and contribute across teams to continuously improve these practices
• Participate in developing, modifying, and executing company policies that affect operations and may have company-wide impact
• Develop a structured change management process to implement required changes considering scale and impact
• Drive the team to effectively align with changes in a timely manner
• Inspire continuous improvement in service delivery according to business objectives
• Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level

The successful candidate will be independent, self-motivated, proactive, results-oriented, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional technical support and customer success services. You will lead a diverse team of 15-20 professionals across multiple disciplines to drive customer outcomes throughout the entire Service Cloud lifecycle., * 15+ years in technical support, customer success, or related customer-facing roles, handling complex issues for enterprise customers

• 8+ years at management level, with proven ability to lead and develop high-performing teams
• Experience managing teams of 15+ individual contributors in enterprise-scale organizations
• Cloud/SaaS software environment experience, preferably supporting global or regional customers
• Proven track record of driving both operational excellence and strategic customer outcomes
• Experience in LATAM market preferred; understanding of regional business dynamics and cultural nuances

Technical & Business Acumen

• Deep understanding of customer service and success best practices
• Ability to balance tactical execution with strategic thinking
• Experience with CRM, Service Cloud, or similar enterprise software platforms preferred
• Passion for technology and innovation
• Strong analytical skills with ability to drive decisions based on data and metrics, * Required: Fluency in Spanish and English (written and spoken)
• Preferred: Portuguese proficiency
• Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
• Ability to influence and build relationships across global teams and cultures, * BA/BS Degree in technical, business, or related field (or equivalent relevant experience)
• Based in Mexico City with willingness to travel across LATAM for alignment with customers and teams
• Proven ability to work effectively in a matrixed, global organization