Collections Manager

About the Role: 

We are looking for a Mexico-based, Spanish-speaking Collections Manager to lead collections for our Mexico customer portfolio. This role reports to the Senior Manager of Collections based in the US. It requires strong account judgment, close partnership with Customer Success, Sales, Order Management, Billing, Product, and Support, and the ability to resolve operational issues in parallel with collecting cash.

You will manage delinquent accounts with a strong understanding of account health, billing history, service issues, cancellation status, and customer dynamics. You must be comfortable working across phone, WhatsApp, messaging tools, and email while maintaining clear documentation and escalation discipline. This role also requires the judgment to draw a firm line with customers who repeatedly delay payment and the leadership presence to push internal teams to move faster on dispute resolution, enforcement actions, and subscription cancellations.

What You’ll Do: 

• Own collections performance for Mexico-based accounts and drive faster resolution of past-due balances, disputed invoices, and broken payment commitments. Build account-level action plans, monitor aging movement and payment trends, and provide clear risk and cash updates to leadership.
• Partner closely with CSMs, AEs, Account Managers, Billing, Support, Product, Order Management, and Finance to resolve the operational issues behind delayed payment. Recommend and coordinate next steps such as payment plans, service restrictions, dashboard locks, credit blocks, and cancellation progression, while ensuring all material customer communication and account history are clearly documented.

What We’re Looking For: 

• 5–7+ years of B2B collections, accounts receivable, or finance operations experience, with direct ownership of a customer portfolio and prior experience in a manager-level role.
• Native or fluent Spanish and strong professional English.
• Experience collecting from Mexico-based customers or operating in a Mexico commercial environment.
• Strong negotiation skills with the judgment to be respectful, persistent, and firm with customers who delay payment.
• Demonstrated ability to manage collections while simultaneously coordinating internal resolution of billing, product, service, or operational issues.
• Strong partnership skills with Customer Success, Sales, Support, Billing, and Operations teams.
• Excellent follow-up discipline and the ability to manage many moving account-level actions at once.
• Comfort using multiple customer communication channels, not just email.
• Strong analytical skills and the ability to read aging reports, understand account history, and prioritize high-risk balances.
• Experience with AI tools or automated workflow solutions to improve collections prioritization, follow-up, reporting, or account resolution is required.
• Experience with ERP, billing, or collections systems such as NetSuite, SAP, Zuora, or similar platforms; Zuora experience is a plus.
• Solid Excel or spreadsheet skills and comfort working from account trackers, aging reports, and cash forecasts.
• Strong documentation habits and attention to detail.
• Ability to work independently, apply sound judgment, and escalate appropriately.
• Bachelor’s degree in Finance, Accounting, Business, or a related field is preferred.

Preferred Qualifications: 

• Experience supporting SaaS, hardware-plus-software, subscription, or recurring-revenue business models.
• Prior collections experience supporting a hardware-based product business is a strong plus.
• Familiarity with Mexico invoicing and billing practices, including factura-related requirements, tax-document sensitivity, and customer expectations around payment support documentation.
• Experience working through disputes tied to shipment timing, installation timing, service activation, credits, or cancellations.
• Experience partnering with commercial teams on churn control, service restriction workflows, or cancellation enforcement.
• Experience working in a high-growth environment with cross-border stakeholders and remote teams.