This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead and guide a team of global Customer Success Managers (CSMs), ensuring they achieve and surpass performance objectives.

• Perform regular evaluations of team performance and offer continuous feedback to team members.

• Examine customer data and trends to uncover opportunities for process enhancements and strategic initiatives.

• Provide reports on team performance and portfolio status to senior leadership.

• Address high-level customer escalations and sustain strong relationships with key accounts.

• Collaborate across departments such as Operations, Sales, and Onboarding to eliminate obstacles for your team.

• Continuously elevate the Customer Success team through high-quality work, proactive improvement recommendations, and a strong level of internal collaboration.

• Oversee and develop the SMB segment across the Americas.

• Foster customer retention, upsells, and overall account expansion.

• Assist the Director in creating scalable processes, digitizing the customer journey, and coaching CSMs on strategic client discussions.

⛳️ Requirements

• Demonstrated experience managing a team of 5 or more CSMs in a B2B SaaS setting, preferably within an international context.

• Proven success in closing upsells and managing a significant number of accounts in a B2B SaaS environment.

• Outstanding communication and interpersonal abilities, with strategic thinking skills to align customer success strategies with business objectives effectively across various cultures and time zones.

• Proven capability to manage complex customer situations and de-escalate issues.

• Proficient in CRM systems, Customer Success tools, and Business Intelligence tools, with a strong preference for Salesforce.

• Familiarity with the SMB market and its specific challenges is preferred.

• Previous experience in the short-term rental industry is a significant advantage.