Customer Success Regional Lead, AMER

Talon.One•Boston, MA

About The Position

ABOUT THE ROLE: Following our continued global expansion, we’re looking for a Customer Success Regional Lead, AMER to own and scale customer success across the Americas. In this senior, hands-on leadership role, you will be responsible for the overall success, retention, and growth of Talon.One’s customers in the region. You will act as a strategic partner for your team and the wider business, bridging the gap between customer business goals and our technical platform to drive significant commercial impact. ABOUT THE TEAM: As the Regional Lead at Talon.One, you’ll lead a high-performing team of Customer Success Managers within a highly collaborative global ecosystem. We partner closely with Sales, Technical Account Management, Support, and Partnerships to ensure our customers thrive. We operate as "one team"; sharing insights, aligning early, and fostering a customer-first, data-driven culture. We are committed to building an inclusive environment where diverse perspectives drive better solutions for our international client base.

Requirements

2+ years of experience leading and scaling Customer Success teams, with a total of 5+ years in CS or Account Management within B2B SaaS
A strong background in the Mar-tech space and experience working with enterprise customers on complex, technical products
Proven ownership of renewals, expansions, and a data-driven approach to forecasting and decision-making
Deep familiarity with AMER market dynamics across both North and Latin America.
Excellent and trusted leadership and stakeholder management skills, with the ability to communicate effectively across technical and non-technical audiences
High emotional intelligence, empathy, and positivity, strong relationship builder who fosters a creative, collaborative and positive work environment
Experience improving processes and playbooks in a fast-growing, international company
The ability to thrive in a senior, hands-on role while operating within change and ambiguity

Responsibilities

Mentor and develop a team of Customer Success Managers, setting clear performance expectations, KPIs, and long-term career development paths
Define and execute a regional strategy aligned with global goals, while identifying specific trends, risks, and opportunities unique to the North and Latin American markets
Partner with Account Management to drive renewal and expansion strategies, ensuring accurate forecasting and measurable business value for every client
Work with Technical Account Management for post-sales enablement, Sales for account planning, and Product to relay customer feedback that influences our roadmap
Improve CS processes, playbooks, and tooling to support regional scale while ensuring a consistent, high-quality customer experience
Track and report on adoption, health scores, and outcomes to proactively mitigate churn and capitalize on growth opportunities
Maintain a hands-on approach with key enterprise accounts, helping them translate complex marketing objectives into successful outcomes using our API-first platform and acting as key escalation support for team members and clients

Benefits

$1,200 annual learning budget and full LinkedIn Learning access
Manage your time off with our unlimited PTO policy and flexible working hours
$350 home office setup budget, a $50 monthly home office allowance
Freedom to work from abroad for up to 90 days worldwide!
WeWork On-Demand access for flexible workspace solutions
Mental health support with nilo.health
Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%
We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage

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