Senior Manager, Customer Success (Mexico city)

About Us

Appdome’s mission is to protect every mobile app in the world and the people who use mobile apps in their lives and at work.

Appdome provides mobile brands with the only patented, centralized, data-driven Mobile Cyber Defense Automation platform, delivering rapid no-code, no-SDK mobile app security, anti-fraud, anti-malware, anti-cheat, anti-bot implementations, configuration as code ease, Threat-Events™ threat-aware UI/UX control, ThreatScope™ Mobile XDR, and Certified Secure™ DevSecOps Certification in one integrated system.

Leading financial, healthcare, m-commerce, consumer, and B2B brands use Appdome to upgrade mobile DevSecOps and protect Android & iOS apps, mobile customers, and mobile businesses globally. Today, Appdome’s customers use their platform to secure over 50,000+ mobile apps with protection of over 1B mobile end users projected.

We are a high-growth SaaS software company operating in a large and rapidly evolving security market. Having achieved meaningful scale and profitability, we are entering the next phase of growth and investing in building a best-in-class finance organization. We are seeking a VP Finance to partner closely with the CFO and executive team to drive financial strategy, operational excellence, and scalable growth.

We are seeking a seasoned, results-oriented Senior Customer Success Manager to own our most strategic enterprise relationships in Mexico. In this role, you will drive retention and growth 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.

Beyond managing your own book of business, you will help raise the bar for the wider Customer Success organization — mentoring peers, shaping best practices, and serving as a subject matter expert across Appdome's full platform. The ideal candidate is a strategic, proactive communicator with strong interpersonal skills and a solid technical foundation, who thrives managing sophisticated, multi-stakeholder enterprise accounts and sales cycles in a fast-moving environment.

Responsibilities



• Own and grow a portfolio of Appdome's largest and most strategic enterprise accounts in Mexico, consistently expanding portfolio ARR through renewals, upsell, and cross-sell.
• Build and sustain trusted relationships across all levels of the customer organization — from technical team members to C-suite and VP-level executives — understanding their business objectives, decision-making processes, and budgeting cycles, and staying connected as organizational changes occur.
• Lead strategic account planning, executive business reviews (EBRs/QBRs), and success plans that tie Appdome's roadmap to measurable customer outcomes.
• Drive expansion pipeline creation and close expansion sales each quarter, identifying and qualifying opportunities that align with each customer's strategic security goals.
• Manage timely, complex, multi-stakeholder renewals, maintaining the exceptionally low churn rate that defines the portfolio.
• Serve as a subject matter expert across the full Appdome platform, introducing new products, AI-driven defenses, and solutions across your customer base and driving adoption.
• Mentor and coach peer and junior CSMs, contribute to Customer Success playbooks, onboarding, and enablement, and help scale best practices across the team.
• Collaborate closely with Sales, Product, Enablement & Onboarding, and Service Delivery teams to deliver exceptional value and a seamless customer experience.
• Act as a strong advocate for your customers, leading escalations and resolving obstacles promptly while maintaining high satisfaction and review scores.
• Travel regularly across Mexico and the broader LATAM region to meet with customers and represent Appdome at industry conferences, strengthening relationships and staying informed on market and threat trends.
• Collect and share valuable customer feedback, including NPS insights, reviews, case studies, and references.

Must Have



• 7+ years of experience in quota-carrying customer management roles in a high-tech / SaaS environment, with a clear track record of accomplishment, promotion, and demonstrable quota achievement — including proven success driving expansions and upsells.
• Bachelor's degree in a related field.
• Demonstrated ability to manage complex enterprise relationships and multi-stakeholder sales cycles at the executive level.
• Proven track record managing and closing six- to seven-figure USD expansion deals.
• Solid understanding of Customer Success, SaaS, and Information Security (mobile application security highly regarded).
• Experience mentoring, coaching, or providing informal leadership to other CSMs or account teams.
• Strong analytical skills, with the ability to translate data into actionable insights.
• Executive presence, with strong follow-up, communication, and presentation skills.
• Full professional fluency in Spanish and English.
• Self-learner with a tenacious curiosity, ability to multitask and work quickly.
• Successful experience in both start-up and large-company environments.

NOTE: Resumes must be submitted in the English language only. Intermediate level of communication skills in business English is required for this role.