CSM Director

Job Description

1. Lead customer success for all clients in Mexico, including client relationship management, product adoption, customer satisfaction, renewals, and account expansion.

2. Manage the full lifecycle of Voice AI and AI Contact Center projects, from requirements analysis and solution design to testing, go-live, and scaled operations.

3. Establish effective communication mechanisms with clients’ business, operations, IT, data, security, and management teams, coordinating the resolution of project issues and major risks.

4. Develop a deep understanding of clients’ business objectives and measure and improve project value through metrics such as contact rates, conversion rates, automation rates, and cost savings.

5. Work closely with the sales team to identify new use cases, volume growth, and product expansion opportunities within existing accounts, driving revenue growth.

6. Accurately communicate customer requirements and market feedback to the product and R&D teams in China, supporting product optimization, localization, and technical issue resolution.

7. Recruit, develop, and manage the local CSM and project delivery teams in Mexico, while establishing standardized project management and customer success processes.

8. Represent AI Rudder in key client meetings, executive business reviews, and industry events, strengthening the company’s professional presence in Mexico and the broader Latin American market.

Requirements

1. Bachelor’s degree or above. A background in computer science, telecommunications, information technology, engineering, business, or a related field is preferred.

2. At least five years of experience in ICT, enterprise software, SaaS, cloud computing, contact centers, or digital solutions.

3. Experience in technical solution design, presales consulting, solution consulting, technical customer success, or project delivery. Previous team management experience is preferred.

4. Excellent project management capabilities, with a proven track record of independently managing complex, cross-functional, large-scale enterprise software projects.

5. Strong knowledge of the Latin American market, particularly the business environment, customer characteristics, and corporate decision-making processes in Mexico and other Spanish-speaking countries.

6. Professional working proficiency in both Chinese and English is required. Chinese will be used to communicate with product and R&D teams, while English will be used for team management, executive client meetings, and industry events. Candidates with business-level Spanish proficiency will be strongly preferred.

7. Experience with Voice AI, Conversational AI, call centers, BPO, or software projects in the banking or telecommunications industries is preferred.

8. Strong and sustained interest in AI, large language models, and AI agent technologies, together with excellent learning ability, data awareness, customer orientation, and cross-cultural communication skills.

Preferred Qualifications

• Professional working proficiency in Chinese, English, and Spanish.
• Experience managing Customer Success, presales, or project delivery teams.
• Familiarity with APIs, CRM systems, SIP, contact center platforms, or collection-system integrations.
• Experience working with large banks, fintech companies, or telecommunications operators.
• PMP, Scrum, Agile, or other relevant project management certifications.

About AI Rudder

AI Rudder is an AI product company transforming how business communicate to their customers.

We launched in 2019 with one of the world’s first enterprise-grade AI voice agents: built to hold real, intelligent conversations, not just play back scripts. Today, we serve over 500 enterprises across 20+ countries, processing 50 million calls every day and having delivered more than 8 billion calls to date. Our customers range from fast-growing startups to large enterprises.

When AI talks to people, it has to feel human. That’s what we build.

How We Work

AI-first: AI isn’t a tool we reach for. It’s the default we start from. Every team, every workflow: AI-first.

Global Collaboration: We operate globally and work as one team. Distance is a logistics problem, not a cultural one. We build the habits that make distributed teams actually work

Communication Principle: Simple, Trust, Transparent. We remove unnecessary complexity so people can focus on what matters most.

What We Offer

• Learning & Development: Continuous learning through real projects, knowledge sharing session, mentorship, and cross-functional collaboration.
• Performance Recognition: Regular performance reviews, feedback, and opportunities for career progression.
• Global Exposure: Collaborate with international teams, global rotations, and work with global enterprise customers.
• Meaningful Impact: Build AI solutions that create real value for businesses around the world.
• Ownership & Autonomy: Freedom to take initiative and drive outcomes.
• Team Engagement: Team Building, Local & Global Gatherings & Local Events Celebration

AI Rudder is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees and applicants.