Customer Success Manager - Remote, Americas

Job Overview

We are on the lookout for a proactive and experienced Manager, Americas - Customer Success to lead our dedicated team of Customer Success Managers (CSMs) across the Americas region. This remote position offers the chance to make a significant impact on customer satisfaction and team performance, while aligning with our commitment to innovative technology and customer-centric solutions.

Key Responsibilities

• Oversee and enhance the performance of a team consisting of five to ten Customer Success Managers focused on delivering exceptional post-sales account management.
• Implement strategic communication plans to set ambitious goals, monitor performance metrics, and identify opportunities for customer retention and growth.
• Provide guidance and support in resolving escalated customer issues, ensuring that solutions are timely and effective.
• Collaborate with cross-functional teams, including Sales, Marketing, Product Development, and Support, to drive initiatives aimed at maximizing customer success.
• Maintain thorough documentation of processes and performance to promote a culture of quality and efficiency within the team.
  
  

Required Skills

• Strong problem-solving abilities and a keen eye for detail in both team management and customer engagement.
• Proven leadership skills with a focus on developing high-performing teams in a fast-paced environment.
• Proficient in utilizing data analytics to inform decisions and improve team outcomes.
• Excellent communication skills, both verbal and written, with a commitment to fostering a positive team culture.
  
  

Qualifications

• A Bachelor’s degree in Business, Communication, or a STEM field is required.
• Demonstrated experience in a Customer Success or account management role, preferably in the SaaS or software industries.
• A strong track record of successfully leading a CSM team to achieve exceptional results.
• Willingness to travel periodically for internal events and team-building activities.
  
  

Career Growth Opportunities

By joining our team, you will have access to a personal learning and development budget of USD 2,000 annually, along with regular performance reviews to support your career advancement. We prioritize continuous improvement and encourage our employees to enhance their skill sets and professional capabilities.

Company Culture And Values

Our organization prides itself on having a global, distributed team that has successfully operated remotely since 2004. We cultivate an inclusive and collaborative work environment where diverse perspectives are valued, enabling you to contribute to groundbreaking projects. We believe in creating a workplace that allows everyone to thrive.

Compensation And Benefits

• Competitive salary with performance-driven annual bonuses.
• Generous leave policies, including annual holiday leave and maternity/paternity leave.
• Comprehensive Employee Assistance Programme to support your overall wellbeing.
• Opportunities for remote work, complemented by occasional team sprints in inspiring locations around the world.
  
  

Employment Type: Full-Time