.about usat simplepractice, our team is dedicated to improving the health and wellness industry by building a suite of innovative solutions for practitioners and their clients.
our product supports practitioners on their clinical journey to becoming licensed, helps them manage their business and practice once they're up and running, and enables new clients to discover and interact with practitioners.
taking a practitioner-first approach in everything we do makes it possible for health and wellness practitioners to devote more time to their clients while they use simplepractice to start, grow, and maintain a successful private practice.the rolewe're looking for a highly motivated senior manager of customer success to take on a leadership role in managing and growing a world-class team based in mexico city, while collaborating closely with our us-based team.as the customer success site lead for the new location, you will be instrumental in building out this team, ensuring alignment with the broader customer success strategy, and driving operational excellence across the region.this is a key leadership role where you will not only oversee team development and performance but also contribute to the company's overall success by fostering collaboration between our international teams and shaping the customer experience for our diverse client base.responsibilities:1.
build and lead a high-performing team in mexico citytake ownership of building out the customer success team in mexico city from the ground up.lead recruitment, onboarding, and training efforts to establish a cohesive and motivated team.foster a collaborative and positive work culture that reflects our core values and enhances employee engagement.manage the staffing and development of a growing team, ensuring ongoing training and career development opportunities.collaborate with the us-based team to maintain alignment across teams, including regular check-ins and cross-location initiatives.be a hands-on leader who provides mentorship and guidance to your team members, ensuring they are motivated and aligned with simplepractice's mission.2.
oversee cs programs and initiatives across locationsimplement operational best practices that align with company-wide goals and kpis, ensuring performance metrics are effectively tracked and optimized.work with the senior director customer and other cs leaders to drive improvements in customer experience and support processes.lead initiatives to enhance the customer journey, using data-driven insights to improve both team efficiency and customer satisfaction.act as the customer's voice within the company, advocating for their needs in product and service development, and ensuring seamless integration of mexico city operations with global teams.explore and implement new tools and technologies to increase team productivity and customer satisfaction.3