Description

We are seeking an experienced and passionate Manager to lead a team of Customer Success Managers (CSMs) in the Americas region. In this role, you will guide a team focused on ensuring the success and satisfaction of our customers. This position offers the chance to lead a high-performing team, collaborate with multiple departments, and make a significant impact on customer relationships.

You will thrive in this position if you enjoy coaching and mentoring others, analyzing performance metrics, and collaborating across teams to improve customer experiences. A background in Customer Success, combined with a passion for technology, will set you up for success as you work with a diverse customer base.

Company Culture and Environment

We foster a collaborative and supportive environment where team members are encouraged to share feedback and drive initiatives that result in customer success. We value a hands-on approach to problem-solving and continuous improvement.

Career Growth and Development Opportunities

This role includes regular performance reviews to identify growth areas and celebrate achievements, providing opportunities for both personal and professional development. Additionally, we offer an annual learning and development budget of USD 2,000 to support your growth.

Detailed Benefits and Perks

• Competitive compensation based on location, experience, and performance
• Annual performance-driven bonus
• Remote work environment with occasional team events
• Generous annual holiday leave, along with maternity and paternity leave
• Employee Assistance Program for well-being support
• Travel opportunities to meet the team and attend company events
• Travel perks such as Priority Pass for travel upgrades

Compensation and Benefits

• Competitive compensation with annual reviews
• Performance-driven annual bonus
• Comprehensive benefits reflecting our values
• Generous time off policies

Why you should apply for this position today

This is an exciting opportunity to lead a dedicated team in improving customer experiences and satisfaction. You will play a critical role in shaping our Customer Success strategy and working with a diverse customer base in a supportive and dynamic environment.

Skills

• Strong background in Customer Success, ideally in SaaS or the software industry
• Excellent analytical skills and creative problem-solving abilities
• Effective collaboration skills across teams
• Hands-on approach to using data for continuous improvement
• Commitment to team leadership and development
• Flexibility and willingness to learn

Responsibilities

• Prepare communication plans and team meetings while reviewing KPIs
• Support your team in resolving complex customer issues
• Guide, coach, and develop team members to achieve their goals
• Collaborate with Sales, Marketing, Product, and Support teams
• Build creative content and ensure thorough documentation

Qualifications

• Proven track record in achieving exceptional results in customer experience
• Experience in managing and growing a team of CSMs
• Strong educational background in Business, Communication, or STEM fields preferred

Education Requirements

• Degree in Business, Communication, or STEM-related fields preferred

Education Requirements Credential Category

• Bachelor’s degree preferred

Experience Requirements

• Strong background in Customer Success with a focus on SaaS or the software industry
• Experience in managing teams and driving customer success initiatives

Why work in Pittsburgh, PA

Pittsburgh boasts a rich cultural scene, renowned educational institutions, and a thriving tech community. The city offers a balanced lifestyle with access to beautiful parks, diverse culinary experiences, and a welcoming atmosphere, making it an ideal place to live and work while advancing your career.