Manager, Customer Success

📋 Description

• Lead, coach, and develop a team of five CSMs across the Americas with 1:1s, portfolio reviews, and
• Manage team capacity, portfolio allocation, and workload balancing using complexity and engagement
• Own hiring and growth plans to ensure coverage across AMER markets and customer segments.
• Drive retention, churn prevention, contraction management, and expansion across a high‑value
• Establish proactive account health and early‑warning mechanisms to address risks before escalations.
• Partner with Sales to identify expansion opportunities, including new-country launches and

🎯 Requirements

• 5+ years in customer‑facing roles, with at least 2 years in CS/Account Management in a B2B SaaS
• At least 2 years of people management experience, ideally with distributed AMER time zones.
• Experience managing a commercial book with retention, expansion, and churn prevention
• Strong interpersonal and communication skills to influence senior stakeholders across functions.
• Problem‑solving, conflict resolution, and stakeholder management in ambiguous, complex environments.
• Operational discipline to balance recurring deliverables with urgent escalations.

🎁 Benefits

• Fully remote work; work from anywhere within authorized regions.
• 40 days of paid time off per year plus local holidays.
• Mental health support and monthly wellbeing allowance.
• Flexible parental leave and work‑from‑home stipend for equipment.
• Asynchronous and collaborative practices for a globally distributed workforce.
• Inclusive culture with growth and AI adoption focus.