Customer Success Manager

Role Overview

• Manage a portfolio of customer accounts end‑to‑end, including onboarding, relationship development, retention, and growth.
• Drive company growth through securing renewals, expansions, and mitigating churn risk.
• Directly manage and develop a team of Executive Assistants and Recruitment Coordinators, ensuring strong performance and accountability.
• Coach, provide feedback, and address performance to build a high-ownership culture.
• Monitor customer health and revenue metrics (NRR) to drive decisions.
• Use CRM tools (HubSpot preferred) to track account performance.
• Collaborate cross-functionally to improve customer outcomes and experience.

Requirements

• 3+ years in customer-facing roles (e.g., Customer Success Manager, Executive Support Manager, Client-Facing Team Lead, or similar) with experience in professional services, BPO, or consulting environments.
• Proven experience managing large teams (5+ direct reports) in remote or hybrid environments.
• Proven background in account management building client relationships, driving retention, and supporting growth initiatives.
• Exposure to customer health and revenue metrics (e.g., churn, NRR, expansions).
• Skilled in prioritization and operating under pressure with minimal guidance.
• Fluent English (C1+), with the ability to communicate clearly and influence stakeholders.
• Experience with CRM tools (HubSpot preferred).

Benefits

• Competitive pay: raises every 6 months + performance bonuses.
• Global health insurance: medical, dental, vision, mental health, and routine care.
• Paid holidays, vacation, sick days, and family care days.
• Family-friendly benefits: parental leave and flexible parent policies.
• Work-life balance: fixed schedules, no overtime, weekends off.
• Continuous development through feedback, performance reviews, and growth opportunities.