ABOUT THE ROLE

As our Customer Success Manager, you will lead our day-to-day operations, mentor the team, and work closely with our Head of Customer Success on strategic planning, including driving the team's adoption of AI to improve efficiency and productivity. Your main goal is to take our Customer Success team to the next level by building clear processes, helping our team members grow, and keeping our customers happy.

You will manage team members across day and night shifts, handle tricky customer escalations when needed, create clear career paths, and build a positive, high-performing environment.

WHAT YOU WILL DO

1. Working with Leadership & Planning Strategy

• Partner with the Head of CS: Work directly with the Head of CS to set team goals, plan for the long term, and make sure our work helps the company reduce customer churn and grow revenue.
• Leverage AI for Team & Product Growth: Champion the use of modern AI workflows to boost team productivity, scaling support capacity, streamlining technical troubleshooting, and turning daily customer data into insights for our Product and Engineering teams.

2. Team Leadership & Helping People Grow

• Growth Frameworks & Career Progression: Establish structured competency levels and career pathways that align individual skill development with clear opportunities for professional growth.
• Operational Coaching & Team Support: Drive team performance through regular 1-on-1 development, active mentorship, and hands-on leadership support during complex customer escalations to maintain team focus and morale.

3. Process Optimization & Operational Alignment

• KPI & Performance Design: Partner with the Head of CS to define clear performance metrics and operational standards, ensuring complete clarity on team expectations across all shifts.
• Support Tiering & Boundary Mapping: Establish effective internal escalation paths for complex software, network, and hardware issues, ensuring full end-to-end account ownership within the CS team.
• Lifecycle Playbooks & SOPs: Work alongside the Head of CS to blueprint standard playbooks for onboarding, hardware setup, account health monitoring, and renewals, etc.

• Proven CS Leadership: 7+ years in Customer Success or Support in a SaaS or tech environment, including 3+ years directly managing customer-facing teams, handling complex escalations, and running day-to-day operations.
• Talent Builder & Mentor: Demonstrated success in developing team members, setting up clear career progression levels, and building a supportive environment that motivates staff across different shifts.
• Applied AI Experience: A track record of successfully embedding AI into daily operations,  not just experimenting with tools, but driving measurable improvements in team efficiency and customer outcomes.
• Technical & Product Aptitude: Comfortable understanding software platforms, hardware setups, and network basics, with the ability to turn customer issues into clear product feedback.
• Operational & Analytical Focus: Skilled at tracking core team metrics (like CSAT, SLAs, and response times), identifying performance trends, and partnering with the CS Director to continuously improve daily operations and team workflows. 
• Global & Shift Operations: Comfortable managing teams covering US business hours or global shifts, with fluent English communication skills to handle sensitive customer situations calmly and clearly.

Compensation & Insurance

• Attractive, competitive salary based on your performance and experience.
• Full social insurance contributions based on 100% of your gross salary after probation.
• Premium healthcare insurance package and annual health checkups.

Equipment and Work Environment

• Modern equipment provided: laptop (Macbook/Windows), 4K monitor, and height-adjustable standing desk.
• Spacious, plant-filled office space.
• Access to company-provided AI tools and other resources to support your daily work.
• Join a global SaaS product company with a strong international presence.
• United States onsite opportunity.

Career and Growth

• Structured onboarding and continuous professional development, including product training and English classes.
• An environment that encourages out-of-the-box thinking, initiative, and continuous learning.

Culture & Perks

• A dynamic and creative working environment that encourages new ideas, collaboration, and fresh perspectives.
• Company trips.
• Daily snacks and drinks provided.
• Clubs & activities: football, badminton, and typing contests.