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Job Description
A leadership role overseeing a global team of Customer Success Managers, responsible for driving customer engagement, retention, and growth through strategic planning, team management, and cross-functional collaboration in a remote environment.
Key Responsibilities
- Mentor and coach Customer Success Managers to improve post-sales account management
- Analyze regional performance metrics to identify trends and opportunities for improvement
- Develop and implement strategies to enhance customer engagement, retention, and growth
- Manage escalated customer issues to ensure timely resolution
- Lead and support team members in navigating complex customer situations and achieving goals
- Collaborate with cross-functional teams such as Sales, Marketing, Product Development, and Support
- Prepare and communicate strategic plans, performance reports, and team updates
- Review key performance indicators and drive continuous improvement initiatives
- Document processes, changes, and best practices to ensure quality and consistency
Requirements
- Proven track record in Customer Success and an obvious passion for new technologies.
- Experience as a Customer Success Manager at one point in your career and naturally evolved to a leading position.
- Excellent academic results at school and university.
- Bachelor’s or equivalent degree in Business, Communication, or STEM.
- Knowledge and passion for Customer Success, revenue management, and technology.
- Experience in SaaS or software industries.
- Track record of bringing exceptional Customer Success experience results.
- Commitment to continuous learning and improvement, being curious, flexible, and scientific.
- Creative problem-solving and cross-team collaboration skills.
- Experience growing and developing a Customer Success Manager (CSM) team.
- Hands-on approach to using data to drive team activities and continuous improvement.
- Willingness to travel up to 4 times a year for internal events.
Benefits & Perks
Compensation is based on geographical location, experience, and performance, with annual reviews and more frequent reviews for graduates and associates
Performance-driven annual bonus
Distributed work environment with twice-yearly in-person team sprints
Personal learning and development budget of USD 2,000 per year
Annual compensation review
Recognition rewards
Annual holiday leave
Maternity and paternity leave
Employee Assistance Programme
Opportunity to travel to new locations to meet colleagues
Priority Pass for travel and travel upgrades for long haul company events
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