Customer Success Manager

About the role

We are looking for a passionate and results‑driven Customer Success Manager to join our fully remote team. You will be based within the UTC‑3 to UTC‑8 time zones and will own the relationship with our Americas customers, ensuring they achieve their goals using our platform.

Key responsibilities

• Proactively manage and nurture a portfolio of customers to drive high engagement and satisfaction.
• Address and manage health cases assigned to you, responding to inquiries promptly.
• Conduct enablement sessions, product demos, and escalation calls to boost adoption.
• Lead customer escalations, working cross‑functionally with Product, Sales, Support, and Marketing to resolve issues.
• Use data‑driven insights to advocate for customer needs and influence product improvements.
• Identify opportunities to improve and scale customer‑success processes.
• Collaborate with Sales to retain customers, especially those at churn risk.
• Work with Treasury on payment collection for late‑paying accounts.

Required profile

• Minimum of 2 years experience in Customer Success, Account Management, or a similar client‑facing role.
• Strong communication skills and ability to work independently in a remote environment.
• Comfortable working within the Americas time zones (UTC‑3 to UTC‑8).

Required skills