Customer Success Manager

• Drive Revenue Retention and Growth: You will be accountable for the gross retention, adoption, and expansion of customers across diverse markets. You’ll identify at-risk accounts early and drive strategies that ensure long-term success.
• Build and Develop High-Performing Teams: Hire, coach, and empower Managers to become strong leaders who, in turn, coach and enable their teams to deliver results. This means creating a culture where managers lead with clarity, purpose, and measurable goals.
• AI-Powered Operational Excellence: Oversee the operational rigour for your segment, including recruitment, training, capacity planning, and quality assurance. You'll leverage AI and data to evaluate and improve customer success practices.
• Strategic Program Ownership: Lead high-impact global and regional initiatives. Whether it's launching new customer programs, introducing adoption initiatives, or optimizing processes, you’ll act as the champion for innovation and growth across the CS function.
• Customer Advocacy & Escalation Point: Serve as the ultimate escalation point for customer concerns and ensure that the voice of the customer is heard across departments. You’ll forge strong internal relationships with teams in Sales, Product, Contract Management, and beyond to drive customer outcomes.

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