DeepL04.03.2026
Senior Manager, Customer Success
Полная занятостьУдалёнка
Обязанности
- 01Lead, mentor, and develop a high-performing CSM team that supports our largest, most complex and our growing accounts in APJ
- 02Serve as the primary representative of the APJ region in our Global Customer Success organization, providing regional leadership alignment and acting as the central point of coordination for Customer Success initiatives
- 03Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities
- 04Set clear performance expectations and coach team members to success. Foster a culture of accountability, empowerment and continuous learning
- 05Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey
- 06Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team
- 07Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy
- 08Support talent acquisition and onboarding as we grow the team. Define the job scope, talent profile, attract and assess the talent to hire top-tier CSM talent
- 09Analyze team performance and customer health metrics to inform strategy and operational decisions
- 10Champion a culture of collaboration, inclusion, and high performance
- 11Empower team members through strategic delegation and clear decision-making frameworks
- 12Foster innovation and support calculated risk-taking to drive customer success outcomes
- 13Create transparent communication channels and feedback loops across the team and organization
Требования
- 017+ years of experience in Customer Success, Account Management, or a related field, with a minimum of 5+ years managing CSMs supporting Enterprise clients in a leadership function
- 02Proven success leading teams managing large, complex customers with multi-stakeholder engagement
- 03Deep understanding of enterprise and scale customer dynamics, SaaS customer lifecycle, and value realization frameworks
- 04Passion for developing and empowering people, with a strong track record of coaching and performance management
- 05Strategic thinker with strong business acumen and an ability to translate data into action
- 06Excellent communicator with experience influencing stakeholders at all levels, including executives
- 07Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment
- 08Demonstrate high emotional intelligence and self-awareness, with ability to adapt leadership style to team needs
- 09Champions a growth mindset and fosters a culture of continuous learning and development
- 10Makes values-driven decisions and models company values in all interactions
- 11Experience with tools such as Salesforce or CRM/CS platforms
Условия
- 01Diverse and internationally distributed team