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.