Customer Success – Team Manager
You’ll lead high-impact Customer Success operations by combining strategic thinking with hands-on team leadership.
This role blends performance management with cross-functional collaboration: guiding Customer Success Managers, improving post-sales engagement, and ensuring strong customer retention and growth across regions
Key Responsibilities
• Lead and support a team of Customer Success Managers, providing coaching, mentoring, and performance feedback.
• Analyze regional performance metrics, identify trends, and implement strategies to improve retention and growth.
• Develop and execute customer success strategies focused on engagement, upsell, and cross-sell opportunities.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Collaborate with Sales, Marketing, Product, and Support teams to align on customer needs and improve overall experience.
• Drive process improvements, introducing changes that enhance efficiency and team performance.
• Prepare and deliver reports, communication plans, and updates for leadership and management forums.
• Foster a high-performance team culture, recognizing achievements and supporting individual development.
• Maintain clear documentation of processes, ensuring consistency and quality across operations.
Ideal Candidate
• Bachelor’s degree in Business, Communication, STEM, or a related field with strong academic performance.
• Proven experience in Customer Success, preferably in SaaS or technology environments.
• Demonstrated ability to lead, grow, and develop high-performing Customer Success teams.
• Strong analytical skills with the ability to use data to drive decisions and improvements.
• Excellent communication and interpersonal skills, with the ability to engage diverse global customers.
• Organized, adaptable, and comfortable working in fast-changing environments.
• Passion for technology, customer experience, and continuous learning.
• Willingness to travel occasionally for team events and collaboration.
Nice to Have
• Proficiency in additional languages such as Spanish, French, German, Portuguese, Japanese, Korean, or Italian.
Benefits
• Competitive salary with performance-based annual bonus.
• Fully remote work environment with global team collaboration.
• Annual learning and development budget.
• Regular compensation reviews and recognition rewards.
• Paid annual leave, maternity and paternity benefits.
• Employee assistance programs and travel opportunities.
