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Job Description
A leadership role managing customer success teams globally, focused on driving customer satisfaction, retention, and growth through strategic planning, team development, and cross-functional collaboration in a remote, technology-driven environment.
Key Responsibilities
- Mentor and coach Customer Success team members to improve post-sales account management skills
- Analyze regional performance metrics to identify trends and opportunities for improvement
- Implement process changes to increase efficiency and achieve business objectives
- Collaborate with other departments to align on customer needs and share feedback
- Manage customer interactions, resolve escalated issues, and ensure timely resolution
- Develop strategies to enhance customer engagement, retention, and growth opportunities
- Conduct regular performance reviews and set goals for team development
- Create and maintain documentation related to processes, performance, and customer interactions
Requirements
- Proven track record in Customer Success management with results demonstrating exceptional Customer Success experience results
- Knowledge and passion for Customer Success, revenue management, and technology, with experience in SaaS or software industries
- Excellent academic results at school and university
- Bachelor’s or equivalent degree in Business, Communication, or STEM subject
- Experience in 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
- Ability to analyze regional performance metrics, identify trends and opportunities for improvement, and implement changes to increase efficiency and achieve business objectives
- Ability to provide mentoring, coaching, and support to team members in post-sales account management
- Experience in conducting regular performance reviews, identifying areas for improvement, and setting goals for individual growth
- Strong cross-functional collaboration skills with departments such as Sales, Marketing, Product Development, and Support
- Excellent communication skills, including preparing communication plans, team meetings, and managing broader management forums
- Ability to resolve escalated customer issues requiring expertise or intervention ensuring timely resolution
- Comfortable dealing with ambiguity and quickly adapting to change
- Ability to develop strategies to enhance customer engagement, improve retention rates, and drive up-sells or cross-sells
- Creative in documentation and reporting, ensuring quality and attention to detail in all work
- Curiosity, flexibility, and a scientific approach to continuous learning and improvement
- Excellent written and spoken proficiency in English; proficiency in Japanese, Korean, Spanish, Portuguese, German, French, or Italian is valued
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 remote work since 2004
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
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