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AppDome is seeking a Senior Manager, Customer Success to own and grow the company's most strategic enterprise accounts in Mexico. You will drive retention and expansion across a high-ARR portfolio by building trusted executive-level relationships, aligning AppDome's mobile cyber defense capabilities to each customer's security and business objectives, and leading complex renewals and expansions to successful outcomes.
Key responsibilities include owning a portfolio of AppDome's largest enterprise accounts in Mexico and consistently expanding ARR through renewals, upsells, and cross-sells. You will build and sustain trusted relationships across all levels of customer organizations—from technical teams to C-suite executives—understanding their business objectives, decision-making processes, and budgeting cycles. You will lead strategic account planning, executive business reviews (EBRs/QBRs), and success plans that tie AppDome's roadmap to measurable customer outcomes.
You will drive expansion pipeline creation and close expansion sales each quarter, identifying opportunities aligned with customers' strategic security goals. You will manage timely, complex multi-stakeholder renewals while maintaining the portfolio's low churn rate. As a subject matter expert across the full AppDome platform, you will introduce new products, AI-driven defenses, and solutions, driving adoption across your customer base.
Beyond managing your own book of business, you will mentor and coach peer and junior CSMs, contribute to Customer Success playbooks and enablement, and help scale best practices across the team. You will collaborate closely with Sales, Product, Enablement, Onboarding, and Service Delivery teams to deliver exceptional customer value. You will act as a strong advocate for customers, leading escalations and resolving obstacles promptly while maintaining high satisfaction scores.
Regular travel across Mexico and the broader LATAM region is required to meet with customers and represent AppDome at industry conferences. You will collect and share valuable customer feedback, including NPS insights, reviews, case studies, and references.
