Customer Success - Team Manager

The role entails:

• Strategic planning and analysis: preparing communication plans, team meetings, and other messages shared in broader management forums, setting yourself and your team up for success. Regularly reviewing key performance indicators and metrics is your baseline. You will develop strategies to enhance customer engagement, improve retention rates, drive up-sells or cross-sells where appropriate, and ultimately increase customer success.
• Customer interactions and support to your team: resolve escalated customer issues requiring expertise or intervention ensuring timely resolution.
• Team management: passionate about guiding and supporting your team members, helping them navigate complex customer situations, improve their skills, and achieve their goals. Conducting regular performance reviews with team members you will also help identifying areas for improvement/development as well as celebrating excellence, recognising team achievements, and setting goals for individual growth.
• Cross-functional collaboration: collaboration with other departments, such as Sales, Marketing, Product development, and Support, is essential. This ensures alignment on customer needs, feedback sharing, and coordinated efforts to drive customer success. You will establish trustworthy channels of communication across the board.
• Documentation and reporting: you are allowed to be creative! While building content with your team and your manager, you will also ensure the changes are well documented, instilling quality and attention to detail in all you do.

What we are looking for in you

• Excellent academic results at school and university
• Bachelor’s or equivalent degree in Business, Communication or STEM subject
• 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 - curious, flexible, scientific
• Creative problem-solving and cross-team collaboration
• Experience growing and developing a 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

Nice-to-have skills

• Whilst English is our business language, proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, or French will be valued.