Director, CX and Professional Services
The Director, Customer Success & Professional Services (LatAm) is responsible for leading regional Customer Success, Support, and Implementation teams to deliver exceptional customer outcomes and scalable service excellence. This role owns the end‑to‑end post‑sales experience for the LatAm region, ensuring customers achieve strong adoption, measurable value, and long‑term partnership.
As a senior leader, this role partners closely with global leadership to align regional execution with enterprise strategy while tailoring delivery models to meet local market needs. The Director plays a critical role in shaping regional operations, influencing global process design, and driving business outcomes tied to retention, growth, and customer satisfaction.
About Us:When you join iCIMS, you join the team helping global companies transform business and the world through the power of talent. Our customers do amazing things: design rocket ships, create vaccines, deliver consumer goods globally, overnight, with a smile. As the Talent Cloud company, we empower these organizations to attract, engage, hire, and advance the right talent. We’re passionate about helping companies build a diverse, winning workforce and about building our home team. We're dedicated to fostering an inclusive, purpose-driven, and innovative work environment where everyone belongs.
Responsibilities:Customer Experience & Delivery Excellence
- Lead and develop our LatAm CSM, Support and Implementation teams to ensure customers achieve adoption, value realization, and measurable business outcomes.
- Oversee high-profile implementations (e.g., Walmart Central America launch) to set the standard for excellence in delivery.
- Partner with global leadership to ensure LatAm strategies align with company-wide goals, while tailoring execution to regional needs.
- Establish frameworks for proactive customer health management and consistent delivery of value across the client lifecycle.
- Own regional customer outcomes as measured by adoption, retention, NRR/GRR, and satisfaction scores.
Operational Excellence & Scale
- Provide direction and stability to our LatAm Operations team, elevating the function to meet current and future needs.
- Redefine workflows, reporting structures, and performance management to improve efficiency and scalability.
- Ensure operational excellence across forecasting, capacity planning, resource management, and delivery quality.
- Evolve team structures to optimize performance and ensure scalability.
- Act as the regional owner for operational performance, ensuring cross-functional alignment with Sales, Product, and Global Operations
Global Partnership & Scalable Process Design
- Act as the LatAm representative in collaborating on the design of scalable client delivery and support processes.
- Partner with global leadership to co-design and refine customer journey improvements, process standardization, and the integration of technology/automation.
- Adapt enterprise-wide strategies into region-specific execution models that balance scalability with local relevance.
- Contribute to global strategy as a thought partner, ensuring LatAm innovations and lessons learned inform enterprise-wide process design.
Leadership, Strategy & Cross‑Functional Impact
- Set regional strategy and operating plans in alignment with company objectives.
- Serve as an executive escalation point for high-impact customer issues and strategic accounts.
- Partner with Sales on renewals, expansion strategy, and forecasting to support revenue growth.
- Collaborate with Product and Engineering to provide structured customer feedback and influence roadmap priorities.
- Drive a strong culture of accountability, customer focus, and continuous improvement across teams.
- Build and develop leadership talent, including managers across Customer Success, Support, Implementation, and Operations.
- Establish and monitor KPIs, dashboards, and executive reporting to track performance and guide decision-making.
- 8–12+ years of experience in Customer Success, Professional Services, Support, or post‑sales leadership roles.
- Proven experience leading multi‑functional, regional teams in a B2B SaaS or technology‑enabled environment.
- Demonstrated ability to drive operational excellence and scale service delivery in a growing organization.
- Strong cross‑functional leadership skills with experience partnering with Sales, Product, and global stakeholders.
- Experience owning or influencing customer outcomes including retention, expansion, and satisfaction metrics.
- Experience leading LatAm or other international regions.
- Background in enterprise customer implementations and complex delivery environments.
- Experience contributing to global process design and standardization initiatives.
- Strong business and operational acumen, including forecasting and capacity planning
iCIMS is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at iCIMS. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you’d like to request an accommodation due to a disability, please contact us at [email protected].
Compensation and Benefits:- Direct employment with full legal benefits
- Major medical insurance including dental, vision, and travel coverage
- 100% remote work
- 18 days of vacation
- Support for furniture and equipment