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Fudo is a fast-growing Latin American SaaS startup providing restaurant management software and mobile applications to thousands of restaurants across the region. The company is market-leading in Chile and Argentina, with accelerating growth in Mexico, Colombia, and Brazil.
As Customer Success Team Leader, you will be responsible for defining strategy and processes to improve customer experience and lead a team that resolves customer inquiries. This is a critical role for Fudo's growth in Mexico.
Key responsibilities include:
- Owning customer churn and satisfaction metrics
- Daily monitoring of key performance indicators
- Overseeing onboarding effectiveness and speed
- Developing customer onboarding, retention, and win-back strategies
- Identifying and implementing process improvements
- Conducting regular team meetings and one-on-ones to identify improvement areas and drive performance
- Analyzing customer churn reasons and developing mitigation strategies
- Identifying upselling opportunities
- Creating customer value propositions based on needs assessment
- Presenting customer success management reports
- Evaluating tools to optimize team efficiency
- Developing team member skills and capabilities
- Training new customer success executives
Required qualifications:
- Bachelor's degree in Business Administration, Marketing, Industrial Engineering, or related field
- Minimum 2 years of experience as a Customer Success Team Leader (preferably in online sales channels and technology sector)
- Proficiency with CRM tools (ideally HubSpot), Microsoft Office, and general computing
The role offers competitive international-level compensation, hybrid work in Mexico City offices, local holidays plus birthday day off, and the opportunity to work with a multidisciplinary, goal-oriented technology team.
