Job Description
Manager, Americas - Customer Success
Are you passionate about customer success and the latest technologies? Do you have a proven track record of leading teams to achieve outstanding results? If so, we'd love to hear from you!
We are seeking a Manager, Americas - Customer Success, responsible for overseeing a team of five to ten Customer Success Managers (CSMs) across the Americas region. As we continue to grow and expand, we are looking for a dynamic leader to help drive our customer success efforts and foster long-lasting relationships with our diverse customer base.
About the Role:
As the Manager, Americas - Customer Success, you will play a pivotal role in ensuring the success of both your team and the customers they support. You will provide leadership, mentorship, and coaching to your team, helping them excel in post-sales account management, process improvements, and overall customer satisfaction. You will work closely with the Head of Customer Success to analyze regional performance metrics, identify trends, and implement strategies to optimize efficiency and meet business goals.
Key Responsibilities:
Strategic Planning & Analysis: Develop and execute communication plans, set clear goals, and review key performance indicators (KPIs) regularly. Enhance customer engagement, improve retention, and identify opportunities for upsells and cross-sells.
Customer Support: Resolve escalated customer issues by leveraging your expertise, and ensure your team provides timely and effective solutions.
Team Management & Development: Support and guide your team through complex customer situations, helping them enhance their skills and achieve their goals. Conduct regular performance reviews, celebrate achievements, and promote individual growth.
Cross-Functional Collaboration: Work closely with Sales, Marketing, Product Development, and Support teams to align customer needs, share feedback, and drive customer success initiatives.
Documentation & Reporting: Foster a culture of quality and attention to detail in all documentation, ensuring process changes and results are well-documented.
What We're Looking For:
Excellent academic background with a Bachelor's degree in Business, Communication, or a STEM field.
A passion for Customer Success, revenue management, and technology, with experience in SaaS or software industries.
Proven experience in leading a high-performing CSM team and driving exceptional results in customer success.
A hands-on approach to using data to improve team performance and customer experience.
A commitment to continuous learning and improvement.
Strong problem-solving and cross-team collaboration skills.
Willingness to travel up to four times a year for internal events.
Nice-to-Have Skills:
Proficiency in additional languages such as Spanish, Portuguese, German, French, Italian, Japanese, or Korean (in addition to excellent English proficiency).
What We Offer:
A competitive compensation package that includes a base salary and performance-driven annual bonuses.
A personal learning and development budget of USD 2,000 per year.
Annual compensation review to ensure outstanding performance is recognized.
Generous annual holiday leave and maternity/paternity leave.
Employee Assistance Programme to support your wellbeing.
The opportunity to work remotely, with occasional team sprints held in exciting locations around the world.
Priority Pass for travel upgrades and access to long-haul company events.
Location: This is a remote role based in the Americas time zones.
Why Join Us?
We are a global, distributed team that has been working remotely since 2004. We believe in fostering a collaborative, inclusive, and supportive work environment where you can grow your career while contributing to cutting-edge projects. We welcome diverse perspectives and experiences and are committed to creating a workplace where everyone can thrive.
Employment Type: Full-Time
Salary: $ 52,000.00 139,000.00 Per Year
Job Tags
Full time, Remote work,