Manager Americas - Customer Success - Remote

We are looking for an experienced and passionate Manager to lead a team of Customer Success Managers (CSMs) in the Americas region. In this role, you will be responsible for guiding a team that ensures the success and satisfaction of our customers. This position provides the opportunity to lead a high-performing team, collaborate with multiple departments, and make a significant impact on our customer relationships.

You will thrive in this position if you enjoy coaching and mentoring others, analyzing performance metrics, and collaborating across teams to improve customer experiences. A background in Customer Success, combined with a passion for technology, will set you up for success as you work with a diverse customer base.

What You Will Do:

Strategic Planning & Analysis: You'll prepare communication plans and team meetings, regularly reviewing key performance indicators (KPIs) and developing strategies to improve customer engagement, retention, and upsell opportunities.

Customer Support & Escalations: You will support your team by resolving complex customer issues and ensuring timely and effective resolutions, while ensuring your team members have the support they need to succeed.

Team Management & Development: You'll guide, coach, and develop your team to navigate customer situations, improve skills, and achieve personal and professional goals. Regular performance reviews will help you identify areas for growth and celebrate your team's achievements.

Cross-Functional Collaboration: You'll work closely with other teams such as Sales, Marketing, Product, and Support to align customer needs, share feedback, and drive initiatives that enhance customer success.

Documentation & Reporting: You'll help build creative content and ensure that all changes and improvements are well-documented, maintaining high-quality standards in all deliverables.

What We're Looking for in You:

Educational Background: Excellent academic performance in your studies. A degree in Business, Communication, or STEM-related fields is preferred.

Experience & Passion: Strong background in Customer Success, ideally in SaaS or the software industry, with a proven track record of achieving exceptional results in customer experience and retention.

Skills & Approach: Creative problem-solving abilities, strong analytical skills, and the ability to collaborate effectively across teams. A hands-on approach to using data to drive continuous improvement is key.

Team Leadership: Experience managing and growing a team of CSMs, with a commitment to supporting their development and helping them reach their goals.

Flexibility & Learning: A mindset of continuous learning, curiosity, and a scientific approach to tackling challenges. Willingness to travel up to 4 times a year for internal events.

Bonus Skills (Nice-to-Have):

Proficiency in additional languages (Japanese, Korean, Spanish, Portuguese, German, French, Italian) along with a strong command of English.
What We Offer You:

Competitive Compensation: We consider your location, experience, and performance when determining compensation, with annual reviews to ensure recognition of your achievements.
Annual Bonus & Benefits: In addition to base pay, you'll receive a performance-driven annual bonus and a range of benefits that reflect our values.
Remote Work & Flexibility: A remote work environment with occasional team events in new locations. We've been working remotely since 2004!
Learning & Development: An annual learning and development budget of USD 2,000 to support your growth.
Recognition & Rewards: Regular recognition rewards to celebrate your accomplishments.
Time Off: Generous annual holiday leave, as well as maternity and paternity leave.
Employee Assistance Program: We care about your well-being and offer resources to support you.
Travel Opportunities: The chance to travel to meet your team and attend company events, with travel perks like Priority Pass for travel upgrades.
Employment Type: Full-Time
Salary: $ 154,000.00 Per Year