Strategic Customer Success Director, Banking LATAM

Strategic Customer Success Manager/Director, Banking LATAM (based in São Paolo)

As a Strategic Customer Success Manager, Banking LATAM, you will own post-sale outcomes for our banking and fintech strategic segment, driving time-to-value, adoption, retention (GDR/NDR), and expansion. Partnering closely with Sales, Product, and Engineering, you will help scale segment growth while serving as a trusted advisor to senior banking and fintech leaders.

This role blends strategic account leadership, commercial judgment, and technical fluency. You will guide complex enterprise and high-growth payments customers through adoption, value realization, and long-term success on our platform.

Key Responsibilities

Segment Growth Leadership

• Define and scale the Banking Success Playbook: onboarding standards, adoption maturity models, KPIs, and expansion signals
• Develop a repeatable banking POV across payments rails, stablecoin flows, treasury operations, risk, and compliance

Value Realization & Outcomes

• Own post-sale success for strategic banking customers, including supporting POCs
• Build and execute outcome-based success plans tied to customer KPIs (production readiness, cost-to-serve, risk mitigation, time-to-launch, uptime)
• Proactively identify opportunities for adoption, architecture alignment, roadmap influence, and business value creation

Account Ownership, Retention & Expansion

• Own portfolio health, renewal readiness, and churn mitigation while driving strong GDR and NDR
• Partner with Sales on expansion strategy, translating customer architecture and adoption into commercial recommendations within financial policy guardrails
• Lead executive governance through EBRs, adoption health checks, and strategic roadmap sessions

Industry Advisory & Cross-Functional Leadership

• Act as a trusted advisor with deep expertise in banking, payments, fintech, and crypto infrastructure
• Provide insight on market trends, regulatory considerations, and best practices
• Orchestrate alignment across Product, Engineering, Support, Services, Marketing, and Sales to resolve complex technical and strategic challenges

Advocacy, Enablement & Escalation Leadership

• Advocate for customer needs internally to influence product and GTM priorities
• Lead high-stakes escalations with clear communication and mitigation plans
• Deliver executive-level enablement, adoption workshops, and training
• Develop customer success stories and references in partnership with Marketing

Performance KPIs

• Segment GDR / NDR, churn rate, renewal forecast accuracy
• Time-to-value and adoption milestones
• Expansion pipeline influenced or sourced by CS
• Executive engagement health (EBR completion, sponsor coverage)
• Reduction in escalations and quality of incident communications

Qualifications

• 8–15+ years in Customer Success, Technical Account Management, or Enterprise Client Leadership within SaaS, fintech, banking, or crypto
• Strong fluency in banking and payments infrastructure, compliance environments, digital wallets, APIs, and blockchain-based systems
• Proven ability to manage and grow complex enterprise accounts
• Executive presence with strong commercial judgment and cross-functional leadership
• Ability to translate customer architecture and business goals into outcomes
• Strong analytical, project management, and data-driven decision-making skills
• Experience with CRM and CS platforms (e.g., Salesforce, Gainsight) and product adoption analytics

What Sets You Apart

• Exceptional communicator with confidence engaging C-suite and technical leaders
• Strategic thinker with a customer-first, outcomes-driven mindset
• Collaborative, self-directed leader who thrives in fast-paced, global environments