Customer Success Regional Lead, AMER

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.

ONCE YOU ARE HERE YOU WILL:

• 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

WHAT WE NEED YOU TO BRING TO THE TABLE:

• 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

• $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