Mambu · 1 day ago
Senior Manager, Customer Success
Miami, FL
Full-time
Hybrid
Senior Level
5+ years expMambu is the leading SaaS cloud banking platform on a mission to make banking better for a billion people. The Senior Manager, Customer Success will lead a team of Customer Success Managers, define regional strategies, and ensure customer satisfaction while collaborating with various stakeholders.
BankingFinancial ServicesFinTechLendingSaaSSoftware
Responsibilities
Directly lead, coach, and develop a team of experienced Customer Success Managers across the Americas, fostering a high-performance, customer-obsessed culture
Define and execute the regional Customer Success strategy for the Americas, aligning with Mambu's global goals and regional commercial objectives (renewal, expansion, customer health, and satisfaction)
Be accountable for key regional Customer Success metrics, including Gross Retention Rate, Customer Health Score, and Customer Satisfaction (CSAT/NPS), as well as ensuring disciplined consistency across the team in capturing customer data
Leverage data-driven insights to manage team performance, forecast renewals, identify at-risk customers, and pinpoint regional expansion opportunities
Work cross-functionally with Sales, Professional Services, Product Management, Engineering, and Marketing to ensure a unified approach to the customer, while also effectively communicating regional trends and customer needs
Collaborate closely with global peers and stakeholders, including the Headquarters organization, to maintain consistent global operational standards and execute unified enablement strategies across the board
Be the voice of the Americas customer base, synthesizing and championing product feature requests and market feedback to the Product team
Qualification
Required
5+ years of progressive experience in Customer Success, or a similar customer-facing role within the SaaS or FinTech industry
2+ years of proven experience in leading, coaching, and managing a Customer Success team, ideally with a focus on enterprise-level customers
Strong business acumen and technical aptitude; the ability to understand complex SaaS platforms (like Mambu's composable banking platform) and translate technical value into business outcomes
Excellent communication, presentation, and negotiation skills, escalation management (specifically addressing and resolving customer-escalated issues) and comfortable engaging with C-suite executives and technical practitioners
Proactive, entrepreneurial mindset with strong organizational and data-driven problem-solving skills, comfortable in a fast-paced, high-growth, global environment
Fluency in English and Spanish is required
Preferred
Experience working with customers in the Americas region, with an understanding of the banking and financial services landscape (core banking, lending, deposits, etc.) is a plus
Portuguese is a significant advantage due to the focus on the Americas
Benefits
Competitive base salary
Company equity for all
Learning and development opportunities
Hybrid/Remote working (location dependant)
30 day working abroad
4 week paid sabbatical after 5 years service
Additional benefits based on location
Company
Mambu
Mambu is the only true SaaS cloud core banking platform.
501-1000 employees
H1B Sponsorship
Mambu has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (2)
2022 (1)
2021 (5)
Funding
Current Stage
Late StageTotal Funding
$448.32MKey Investors
EQTTCVBessemer Venture Partners
2021-12-09Series E· $265.4M
2021-01-07Series D· $134.96M
2019-02-18Series C· $33.93M
Leadership Team
Fernando Zandona
Chief Executive Officer
Mark Geneste
Chief Commercial Officer (CRO/CCO)
Recent News
FF News | Fintech Finance
2025-12-03
2025-11-04
Company data provided by crunchbase