Customer Success Manager – Americas

About the role

We are seeking a passionate and results‑driven Customer Success Manager to join our dynamic team. The role involves managing relationships with our diverse customer base across the Americas, ensuring their success and satisfaction with our platform.

Key responsibilities

• Proactively manage and nurture relationships with a portfolio of customers, ensuring high engagement and satisfaction.
• Address and manage customers' health cases and respond to inquiries within the Success scope.
• Conduct enablement sessions, product demos, and escalation calls to drive adoption.
• Manage customer escalations and collaborate cross‑functionally to resolve issues.
• Utilize data‑driven insights to understand customer needs and advocate for them.
• Identify opportunities for improvement and scalability in customer success processes.
• Lead and participate in cross‑functional projects aimed at improving engagement.
• Collaborate with Sales, Treasury, Product, Support, and Marketing to ensure comprehensive support.

Required profile

• Minimum of 2 years experience in Customer Success, Account Management, or a quota‑carrying role, preferably in SaaS.
• Proven track record of managing multiple customer relationships and driving success initiatives.
• Exceptional verbal and written communication skills.
• Strong interpersonal and analytical mindset, able to leverage data for decision‑making.
• Ability to thrive in a fast‑paced, dynamic environment and adapt to changing priorities.
• Passion for customer advocacy and delivering exceptional service.
• Reliable home internet connection and fluency in English.

Required skills

• Zendesk
• Asana
• Notion
• Slack

What we offer

• Fully remote work with flexibility to work from anywhere within the Americas time zones.
• Paid time off: 40 days per year, including holidays and vacation.
• Mental health support through Plumm.
• Monthly wellbeing allowance via ThanksBen wallet.
• Work‑from‑home stipend for laptop and home office equipment.