Job Description:
As a Customer Success Team Manager, your main responsibilities will be: Build, develop, and scale a high-performance team of Customer Success leaders and professionals, fostering a culture of excellence, efficiency, and results orientation. Lead onboarding, adoption (farming), and retention teams, ensuring goal achievement and the execution of performance and follow-up rituals. Guide the team in priority management, workload balancing, and challenge resolution, ensuring focus on high-impact activities. Implement and adapt global strategies, processes, and guidelines to the local/regional context, identifying opportunities for efficiency and continuous improvement. Define, monitor, and report strategic KPIs (MRR, churn, NRR, activation, onboarding), being accountable for Customer Success results. Generate insights from data and translate them into action plans and business cases to prioritize initiatives and investments. Ensure high product adoption and churn reduction through data-driven strategies, feedback analysis, and root-cause analysis. Work cross-functionally with Product, Marketing, Sales, and Operations to continuously improve the customer experience. Maintain an up-to-date view of the product, market, and industry trends, supporting strategic decisions and team development.
