Customer Success Manager

📋 Description

• Oversee a portfolio of customer accounts from start to finish, which includes onboarding, relationship enhancement, retention, and growth.

• Propel company expansion by securing renewals, driving expansions, and minimizing churn risk.

• Supervise and develop a team of Executive Assistants and Recruitment Coordinators, ensuring optimal performance and accountability.

• Mentor, provide constructive feedback, and address performance issues to foster a culture of high ownership.

• Track customer health and revenue metrics (Net Revenue Retention) to inform decision-making.

• Utilize CRM tools (preferably HubSpot) to monitor account performance.

• Work collaboratively across departments to enhance customer outcomes and experiences.

⛳️ Requirements

• Minimum of 3 years in customer-facing positions (such as Customer Success Manager, Executive Support Manager, Client-Facing Team Lead, or equivalent) within professional services, BPO, or consulting settings.

• Demonstrated experience in managing large teams (5+ direct reports) in remote or hybrid work environments.

• Proven track record in account management, developing client relationships, promoting retention, and supporting growth initiatives.

• Familiarity with customer health and revenue metrics (for example, churn, NRR, expansions).

• Proficient in prioritizing tasks and functioning well under pressure with limited guidance.

• Fluent in English (C1+), with the ability to communicate effectively and influence stakeholders.

• Experience with CRM systems (HubSpot preferred).

🏝️ Benefits

• Competitive salary: raises every 6 months plus performance bonuses.

• Comprehensive global health insurance, including medical, dental, vision, mental health, and routine care.

• Paid holidays, vacation time, sick leave, and family care days.

• Family-oriented benefits: parental leave and flexible parenting policies.

• Emphasis on work-life balance with fixed schedules, no overtime, and weekends off.

• Opportunities for continuous development through feedback, performance evaluations, and growth prospects.