Senior Manager, Customer Success

Mambu•Miami, FL

19d•Hybrid

About The Position

Join the fintech revolution with Mambu, the leading SaaS cloud banking platform. We're on a mission to make banking better for a billion people. Explore exciting career opportunities and help shape the future of financial services. Learn more here . What you’ll do 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 (renewal, expansion, customer health, and satisfaction). Be accountable for key regional Customer Success metrics, including Gross Retention Rate, Customer Health Score, and Customer Satisfaction (CSAT/NPS), as well as 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 Sales, Professional Services, Product Management, Engineering, and Marketing to ensure a unified approach to the customer, while also effectively communicating regional trends and customer needs. Collaborate closely with global peers and stakeholders, including the Headquarters organization, to maintain consistent global operational standards and execute unified enablement strategies across the board. Be the voice of the Americas customer base, synthesizing and championing product feature requests and market feedback to the Product team.

Requirements

5+ years of progressive experience in Customer Success, or a similar customer-facing role within the SaaS or FinTech industry.
2+ years of proven experience in leading, coaching, and managing a Customer Success team, ideally with a focus on enterprise-level customers.
Strong business acumen and technical aptitude; the ability to understand complex SaaS platforms (like Mambu's composable banking platform) and translate technical value into business outcomes.
Excellent communication, presentation, and negotiation skills, escalation management (specifically addressing and resolving customer-escalated issues) and comfortable engaging with C-suite executives and technical practitioners.
Proactive, entrepreneurial mindset with strong organizational and data-driven problem-solving skills, comfortable in a fast-paced, high-growth, global environment.
Fluency in English and Spanish is required; Portuguese is a significant advantage due to the focus on the Americas.

Nice To Haves

Experience working with customers in the Americas region, with an understanding of the banking and financial services landscape (core banking, lending, deposits, etc.) is a plus.

Responsibilities

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 (renewal, expansion, customer health, and satisfaction).
Be accountable for key regional Customer Success metrics, including Gross Retention Rate, Customer Health Score, and Customer Satisfaction (CSAT/NPS), as well as 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 Sales, Professional Services, Product Management, Engineering, and Marketing to ensure a unified approach to the customer, while also effectively communicating regional trends and customer needs.
Collaborate closely with global peers and stakeholders, including the Headquarters organization, to maintain consistent global operational standards and execute unified enablement strategies across the board.
Be the voice of the Americas customer base, synthesizing and championing product feature requests and market feedback to the Product team.