Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Managing relationships with a diverse customer base to ensure platform satisfaction and retention with an accent on proactive engagement and customer health management. Focus on driving product adoption, resolving escalations, and collaborating cross-functionally to maximize platform value.

Location: Must be based within -3 / -8 UTC (Americas)

Company

A global employment platform that enables companies to hire, pay, and support talent anywhere in the world.

What you will do

• Proactively manage a portfolio of customers to ensure high engagement and satisfaction levels.
• Address and manage customer health cases and respond to inquiries within the Success scope.
• Conduct enablement sessions, product demos, and escalation calls to drive adoption.
• Collaborate cross-functionally with Product, Sales, Support, and Marketing teams to maximize platform value.
• Identify opportunities for improvement and scalability in customer success processes.
• Partner with Sales on customer retention and with Treasury on payment collection for late-paying customers.

Requirements

• Minimum 2 years of experience in Customer Success, Account Management, or a quota-carrying role.
• Proven track record in a SaaS or technology company.
• Must be based within -3 / -8 UTC (Americas).
• Strong analytical mindset and ability to leverage data for decision-making.
• Exceptional verbal and written communication and interpersonal skills.
• Proficiency in written and spoken English language is required.

Nice to have

• Proficiency in Zendesk, Asana, Notion, and Slack.
• Experience in the HR industry and employment practices spanning multiple countries.

Culture & Benefits

• Work from anywhere (within authorized regions) with no fixed HQ.
• 40 days of paid time off per year, including holidays and vacation.
• Mental health support via Plumm and a monthly wellbeing allowance.
• Flexible parental leave with at least three months of paid leave.
• WFH stipend for laptop and home office equipment.