Customer Success - Team Manager
Canonical
About the position
Lead and manage the Customer Success team to enhance customer engagement and drive retention rates. Collaborate with various departments to ensure alignment on customer needs and improve overall customer experience.
Tech stack
- customer-success
- team-management
- data-analysis
- cross-functional-collaboration
Requirements
Required:
- 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
Nice to have:
- Whilst English is our business language, proficiency (both written and spoken) in Japanese, Korean, Spanish, Portuguese, German, French, or Italian will be valued.
- Commitment to continuous learning and improvement - curious, flexible, scientific
- Creative problem-solving and cross-team collaboration
Responsibilities
- Preparing communication plans, team meetings, and other messages shared in broader management forums
- Resolve escalated customer issues requiring expertise or intervention ensuring timely resolution
- Conducting regular performance reviews with team members
- Collaboration with other departments, such as Sales, Marketing, Product development, and Support
Benefits
- Distributed work environment with twice-yearly team sprints in person
- Personal learning and development budget of USD 2,000 per year
- Annual compensation review
- Recognition rewards