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Senior Director Cloud Success

Mexico City

Role Description

Director of Cloud Success, Service Cloud is a customer-focused leader responsible for Salesforce's integrated Technical Support, Success, and Architecture team across Latin America. Based in Mexico City, this role will ensure the highest sustainable level of customer satisfaction with Service Cloud products and services across all customer segments. Key responsibilities include managing Technical Support Engineers, Success Guides, and Architects; driving customer adoption and value realization; escalation management; and adherence to established support and success processes. As a member of the Global Service Cloud organization, the Senior Director will partner with regional and global stakeholders to deliver world-class customer experiences. This position reports to the VP of Service Cloud.

Your Impact

The successful candidate will be independent, self-motivated, proactive, results-oriented, and influential. You will define and provide a high level of customer satisfaction through the delivery of exceptional technical support and customer success services. You will lead a diverse team of 15-20 professionals across multiple disciplines to drive customer outcomes throughout the entire Service Cloud lifecycle.

Responsibilities

Leadership & Team Development

• Build, lead, and develop a world-class team of Technical Support Engineers, Success Guides, and Architects in Mexico City

• Manage individual contributors effectively, providing coaching, mentorship, and support to help them develop professionally and achieve their delivery goals

• Resource and organize teams effectively to drive customer outcomes across all segments

• Create a vibrant, inclusive culture that inspires people to do their best work and aligns with Salesforce Core Values

• Find, hire, and retain the best technical and customer-facing talent in the region

• Create an environment of stronger employee engagement through regular connects including 1:1s, all-hands, and office hours

• Secure psychological safety everywhere
  

Customer Experience & Technical Support

• Lead the technical support team to drive Customer Success through rapid issue resolution and proactive guidance

• Manage key metrics including customer satisfaction (CSAT), productivity, time to resolve, and service level objective (SLO) attainment

• Act as an escalation point for high severity customer issues that arise from within the team, directly from customers, or from other Salesforce functions

• Ensure the team KPIs are met or exceeded across Global Support standards

• Exemplify a positive customer experience through effective communication in every interaction with the customer

• Receive and manage customer complaints and escalate to appropriate personnel/team ensuring successful and timely resolution
  

Customer Success & Value Realization

• Drive customer adoption of Service Cloud capabilities including Digital Engagement, Field Service, Einstein for Service, Omni-Channel, and other platform features

• Ensure customers launch Service Cloud successfully, adopt it widely, and gain continuous business value

• Manage key success metrics including adoption, customer health, engagements, executive business reviews, retention, and expansion opportunities

• Build meaningful and lasting relationships with key stakeholders and establish long-term executive relationships

• Take a hands-on approach to personally create customer wins, references, and case studies

• Lead Success Guides and Architects to deliver proactive success planning and strategic guidance
  

Cross-Functional Collaboration & Strategy

• Align with global stakeholders as a Service Cloud product lead

• Work with Sales, Product, Engineering, Customer Success, Services, Renewals, and Business Operations to improve overall customer experience

• Represent the voice of the customer to stakeholders across the organization

• Understand industry support and success best practices and contribute across teams to continuously improve these practices

• Participate in developing, modifying, and executing company policies that affect operations and may have company-wide impact

• Develop a structured change management process to implement required changes considering scale and impact

• Drive the team to effectively align with changes in a timely manner

• Inspire continuous improvement in service delivery according to business objectives

• Demonstrate excellent communication, presentation, and negotiation skills at all organizational levels, including C-level
  

Required Qualifications & Skills

Experience

• 15+ years in technical support, customer success, or related customer-facing roles, handling complex issues for enterprise customers

• 8+ years at management level, with proven ability to lead and develop high-performing teams

• Experience managing teams of 15+ individual contributors in enterprise-scale organizations

• Cloud/SaaS software environment experience, preferably supporting global or regional customers

• Proven track record of driving both operational excellence and strategic customer outcomes

• Experience in LATAM market preferred; understanding of regional business dynamics and cultural nuances
  

Technical & Business Acumen

• Deep understanding of customer service and success best practices

• Ability to balance tactical execution with strategic thinking

• Experience with CRM, Service Cloud, or similar enterprise software platforms preferred

• Passion for technology and innovation

• Strong analytical skills with ability to drive decisions based on data and metrics
  

Language & Communication

• Required: Fluency in Spanish and English (written and spoken)

• Preferred: Portuguese proficiency

• Excellent communication, presentation, and negotiation skills at all organizational levels, including C-level

• Ability to influence and build relationships across global teams and cultures
  

Other Requirements

• BA/BS Degree in technical, business, or related field (or equivalent relevant experience)

• Based in Mexico City with willingness to travel across LATAM for alignment with customers and teams

• Proven ability to work effectively in a matrixed, global organization
  

What Makes This Role Unique

This is a highly visible leadership position that combines technical support excellence with proactive customer success strategies. You'll lead a diverse, multi-disciplinary team supporting customers across the entire Service Cloud lifecycle in one of Salesforce's fastest-growing regions. You'll have the opportunity to shape the customer experience for LATAM, build lasting relationships with enterprise executives across industries, and contribute to the global Service Cloud strategy.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.