Manager, Customer Success (Americas)

📋 Description

• Lead, mentor, and develop a team of 5 CSMs across West and East AMER.
• Own retention, net revenue, churn prevention, and expansion for the AMER portfolio.
• Build a strong operating rhythm: 1:1s, pipeline reviews, health checks, calibrations.
• Drive capacity planning and fair workloads across the team.
• Own hiring for open roles and ensure coverage matches customer base.
• Champion AI adoption and create AI-powered workflows to improve efficiency.

🎯 Requirements

• 5+ years in customer-facing roles; 2+ years in CS/AM in B2B SaaS.
• 2 years of people management across multiple time zones within the Americas.
• Experience owning retention, expansion, churn prevention for a book of business.
• Exceptional interpersonal and cross-functional influence at senior levels.
• Strong problem-solving and ability to navigate ambiguity.
• Data-driven with comfort interpreting portfolio health metrics and ARR.

🎁 Benefits

• Work from anywhere: no borders or HQ; work where you live.
• Paid time off: 40 days per year.
• Mental health support: Plumm service.
• Wellbeing allowance: monthly ThanksBen wallet credits.
• WFH stipend: laptop and home office equipment.
• Flexible parental leave: at least 3 months paid; up to 12 months protection.