ABOUT THE ROLE:
Following our continued global expansion, we’re looking for a Customer Success Regional Lead, AMER to own and scale customer success across the Americas. In this senior, hands-on leadership role, you will be responsible for the overall success, retention, and growth of Talon.One’s customers in the region. You will act as a strategic partner for your team and the wider business, bridging the gap between customer business goals and our technical platform to drive significant commercial impact.
ABOUT THE TEAM:
As the Regional Lead at Talon.One, you’ll lead a high-performing team of Customer Success Managers within a highly collaborative global ecosystem. We partner closely with Sales, Technical Account Management, Support, and Partnerships to ensure our customers thrive. We operate as "one team"; sharing insights, aligning early, and fostering a customer-first, data-driven culture. We are committed to building an inclusive environment where diverse perspectives drive better solutions for our international client base.
ONCE YOU ARE HERE YOU WILL:
- Mentor and develop a team of Customer Success Managers, setting clear performance expectations, KPIs, and long-term career development paths
- Define and execute a regional strategy aligned with global goals, while identifying specific trends, risks, and opportunities unique to the North and Latin American markets
- Partner with Account Management to drive renewal and expansion strategies, ensuring accurate forecasting and measurable business value for every client
- Work with Technical Account Management for post-sales enablement, Sales for account planning, and Product to relay customer feedback that influences our roadmap
- Improve CS processes, playbooks, and tooling to support regional scale while ensuring a consistent, high-quality customer experience
- Track and report on adoption, health scores, and outcomes to proactively mitigate churn and capitalize on growth opportunities
- Maintain a hands-on approach with key enterprise accounts, helping them translate complex marketing objectives into successful outcomes using our API-first platform and acting as key escalation support for team members and clients
WHAT WE NEED YOU TO BRING TO THE TABLE:
- 2+ years of experience leading and scaling Customer Success teams, with a total of 5+ years in CS or Account Management within B2B SaaS
- A strong background in the Mar-tech space and experience working with enterprise customers on complex, technical products
- Proven ownership of renewals, expansions, and a data-driven approach to forecasting and decision-making
- Deep familiarity with AMER market dynamics across both North and Latin America.
- Excellent and trusted leadership and stakeholder management skills, with the ability to communicate effectively across technical and non-technical audiences
- High emotional intelligence, empathy, and positivity, strong relationship builder who fosters a creative, collaborative and positive work environment
- Experience improving processes and playbooks in a fast-growing, international company
- The ability to thrive in a senior, hands-on role while operating within change and ambiguity
- $1,200 annual learning budget and full LinkedIn Learning access
- Manage your time off with our unlimited PTO policy and flexible working hours
- $350 home office setup budget, a $50 monthly home office allowance
- Freedom to work from abroad for up to 90 days worldwide!
- WeWork On-Demand access for flexible workspace solutions
- Mental health support with nilo.health
- Choose from top-tier Medical, Dental, and Vision plans (Blue Cross Blue Shield MA, MetLife, VSP)
- Build your savings with our 401(k) plan, including a 100% company match on your contributions up to 4%
- We provide 100% company-paid Life Insurance, Short-Term, and Long-Term Disability coverage
WHY YOU SHOULD WORK FOR US:
- The right attitude: modern methods and a diverse, creative workspace with an open and international culture
- Everyone for the product: Together we create a flexible, highly scalable product with state-of-the-art technologies. We can only succeed if everyone works as a team
- Healthy Growth: Growing our company means growing everyone in the team. We love to share knowledge and learn
- A great environment: Flexible and family-friendly environment, bright and easily accessible offices, modern software and hardware
- High flexibility degree: Prefer to work early or late at night? Do you have to pick up your children from kindergarten? Do you prefer working abroad? We believe in results and motivated employees
Do you want this job?
We’d love to hear from you! Apply directly via the form below.
Talon.One is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. We do not make employment decisions on the basis of race, color, religious belief, ethnic origin, nationality, sex, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by company policy. As an employer we strive for a healthy and safe workplace and strictly prohibit harassment of any kind.
Find out more about our Candidate Privacy Policy.
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What We Do
Talon.One is building the world’s most sophisticated, API-based Promotion Engine. That means we provide the entire backend and user interface our clients need to build loyalty programs, generate coupons, track referrals, create bundles, and really any other promotion solution they can imagine — all using our rule-based engine. We believe that rewarding customers and creating incentives are an essential part of building meaningful relationships and we want to make rich, scalable promotion tools available to marketers in companies of all sizes. From our HQ in Berlin, to our offices in Boston, Birmingham and Singapore, Talon.One is made up of over 96 people from over 40 nationalities. Despite our different origins and our spread across the globe, we all have a few things in common — we love creative problem solving, we value independent thought and we want to give developers and marketers the tools they need to create promotions from scratch in a simpler, more intuitive way.
Why Work With Us
Talon.One is the first all-in-one Promotion Engine, and our technology is now the gold standard for promotion micro services. We’re strong advocates of flexibility in our product and the same is true in our working lives. We don’t believe that your job has to be the most important thing in your life. Everyone has unique reasons to feel inspired by
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