Manager, Customer Success

Accountabilities:

• Lead, coach, and develop a team of five Customer Success Managers across the Americas, establishing effective 1:1s, portfolio reviews, pipeline reviews, and team calibrations.
• Manage team capacity, portfolio allocation, and workload balancing using customer complexity, engagement volume, headcount, and other relevant effort indicators.
• Own hiring and team growth plans, ensuring appropriate coverage across AMER markets and customer segments.
• Drive retention, churn prevention, contraction management, and expansion outcomes across a high-value customer portfolio.
• Establish proactive account-health and early-warning mechanisms so risks are identified and addressed before they become escalations.
• Partner with Sales to identify expansion opportunities, including new-country launches, product cross-sells, and customer growth initiatives.
• Lead complex customer escalations and coordinate with Operations, Product, Legal, Payroll, and other teams to achieve timely resolutions.
• Represent the voice of the customer internally by translating feedback, risks, and requirements into actionable recommendations and ensuring cross-functional accountability.
• Contribute to regular churn and contraction reviews through data-driven risk assessments and customer-save strategies.
• Champion AI-assisted Customer Success workflows to automate portfolio monitoring, identify risk signals, improve account research, and reduce manual reporting.
• Develop AI-powered playbooks and standardized workflows for meeting preparation, renewal-risk assessment, customer feedback analysis, escalation triage, and other recurring activities.
• Promote AI literacy across the team and evaluate emerging technologies that can improve customer health analysis, predictive scoring, sentiment analysis, and intelligent workflows.
• Use portfolio data, engagement signals, CRM information, and AI-generated insights to shift the team toward proactive, evidence-based account management.

Requirements:

• 5+ years of experience in customer-facing roles, including at least 2 years in Customer Success or Account Management within a B2B SaaS environment.
• At least 2 years of people-management experience, ideally leading teams distributed across multiple AMER time zones.
• Demonstrated experience managing a commercial book of business with responsibility for retention, expansion, and churn prevention.
• Strong interpersonal and communication skills, with the ability to influence senior stakeholders and collaborate effectively across functions.
• Excellent problem-solving, conflict-resolution, and stakeholder-management abilities, particularly when navigating ambiguity and organizational complexity.
• Strong operational discipline, with the ability to maintain recurring team deliverables while simultaneously managing urgent customer escalations.
• Comfortable working with data and analytics, including portfolio-health metrics, ARR, engagement data, and customer-risk indicators.
• Familiarity with AI tools and a demonstrated willingness to adopt technology to improve team efficiency and customer outcomes.
• Customer-first mindset with a genuine commitment to helping clients achieve their goals.
• Ability to thrive in a fast-paced, scaling organization where processes and systems continue to evolve.
• Highly organized, detail-oriented, proactive, and comfortable identifying and addressing gaps independently.
• Genuine curiosity about AI and emerging technology, with an interest in applying new tools to improve Customer Success operations.
• Experience in global employment, HR technology, EOR, or PEO environments is an advantage.
• Familiarity with multi-country employment complexities, including payroll, compliance, and benefits, is a plus.
• Experience with Salesforce, Zendesk, Looker, or similar CRM and analytics platforms is beneficial.
• Previous experience building or scaling a Customer Success function is an advantage.
• Reliable home internet connection and fluent written and spoken English.

Benefits:

• Fully remote work: Work from anywhere you are authorized to work, with flexibility to support distributed teams.
• 40 days of paid time off per year, including holidays and vacation, or more where required locally.
• Mental health support through a dedicated well-being service.
• Monthly wellbeing allowance to spend on eligible wellness and lifestyle needs.
• Flexible parental leave: At least three months of paid leave for all new parents, with job protection for up to 12 months or as required locally.
• Work-from-home stipend for laptop and home-office equipment.
• Asynchronous and collaborative working practices designed for a globally distributed workforce.
• Inclusive, trust-based culture with opportunities to work alongside colleagues across multiple countries.
• Strong focus on professional growth, AI adoption, and continuous improvement.