POSITION / TITLE:

Customer Success Director - LATAM

OVERVIEW:
The Customer Success Director (CSD) - LATAM is a senior individual contributor responsible for the post-sale success of Kore.ai customers across Latin America. The role owns executive relationships, adoption, value realization, retention, renewals, risk recovery, and value-led expansion across an assigned portfolio. The CSD is the primary customer advocate and orchestrates the broader Kore.ai team and partner ecosystem to deliver measurable business outcomes.
Success requires strong regional and cultural fluency, the ability to engage customers in their preferred language, and sound judgment in complex enterprise environments. The CSD works closely with Sales, Field Delivery/Engineering, Professional Services, Support, Product, and regional partners. This is not a people-management role; it is a high-accountability customer ownership role.

LOCATION:
- Mexico City, Mexico

RESPONSIBILITIES:
- Own the end-to-end customer success lifecycle for an assigned LATAM portfolio,



from onboarding and implementation through adoption, value realization, renewal, and expansion.
- Build trusted relationships with executive sponsors, business leaders, IT and AI stakeholders, product owners, and day-to-day customer teams across the region.
- Lead customer conversations in Spanish and English so language or cultural barriers never limit Kore.ai's ability to understand customer needs, risk, sentiment, or business priorities.
- Develop and maintain customer success plans with clear business outcomes, adoption milestones, measurable KPIs, executive governance, and value-realization objectives.
- Lead executive business reviews and governance sessions focused on outcomes, adoption, roadmap alignment, risk, ROI, and next-step priorities.
- Identify customer risk early and lead structured recovery plans for red or at-risk accounts with clear owners, actions, timelines, executive engagement, and evidence of progress.
- Orchestr

📌 Customer Success Director (México)
🏢 Koreai India
📍 México