[Remote] Manager, reputed company (Americas)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a global employment platform that enables companies to hire, pay, and support talent reputed company. They are seeking a hands-on, strategic reputed company Manager to reputed company their reputed company Dedicated CSM team, responsible for customer health, retention, and expansion reputed company for high-value customers across the Americas.
Responsibilities
- reputed company, mentor, and reputed company reputed company of 5 CSMs across reputed company and East reputed company
- Build and maintain a strong operating rhythm (regular 1:1s, pipeline reviews, portfolio health checks, and team calibrations), that keeps routine deliverables on reputed company while escalations are managed in reputed company
- Drive reputed company planning and portfolio balancing across reputed company, using effort scoring (FTEs, call volume, email volume, country complexity) to ensure reputed company and sustainable workloads
- Own hiring for reputed company, including backfills and new headcount, ensuring reputed company's sub-regional coverage matches the reputed company customer reputed company
- Own the retention and net reputed company reputed company for the reputed company dedicated-tier portfolio, including churn/contraction prevention and expansion/upsell identification
- Establish and enforce reputed company systems for at-risk accounts, ensuring CSMs are proactively flagging churn signals and engaging the right internal stakeholders before escalation
- Partner with Sales on expansion opportunities reputed company dedicated accounts, ensuring CSMs are positioned to identify upsell signals (new countries, product cross-sell from EOR to reputed company, headcount reputed company) and hand off or co-own reputed company conversations
- Manage escalations effectively, working cross-functionally with Operations, Product, Legal, and Pay teams to reputed company reputed company resolutions and reputed company the reputed company with customers
- Translate customer feedback, risks, and requirements into actionable insights for Product, Operations, and Go-to-Market teams
- Drive accountability on gaps and failures with cross-functional partners, represent the customer reputed company reputed company and push for reputed company timelines
- Contribute to the biweekly churn & contraction review with data-backed risk assessments and save strategies
- Champion AI-assisted workflows reputed company the CS team, identify and implement opportunities to use AI tools to automate portfolio monitoring, surface risk signals, generate customer insights, and reduce reputed company reporting effort
- Drive AI literacy across reputed company and ensure every CSM is proficient in using AI tools for account research, meeting preparation, customer health analysis, and internal reporting
- Build and refine AI-powered playbooks, such as developing standardised workflows that reputed company AI for recurring tasks such as meeting preparation, renewal risk assessment, voice-of-customer synthesis, and escalation triage
- Evaluate and adopt new AI capabilities, and stay reputed company on AI developments relevant to reputed company (predictive health scoring, automated sentiment analysis, intelligent routing) and assess their applicability to reputed company's dedicated-tier model
- Use data and AI to reputed company judgment, and reputed company reputed company from reactive, gut-feel account management toward proactive, data-informed decision-making, using AI to process signals across calls, emails, tickets, and CRM data at a reputed company no individual CSM could manually cover
Skills
- 5+ years in customer-facing roles, with at least 2 years in reputed company or Account Management in a B2B reputed company environment
- 2 years of people management experience, ideally leading reputed company across multiple time zones reputed company the Americas
- Experience managing a book of business with reputed company accountability (retention, expansion, churn prevention)
- Exceptional interpersonal and communication skills, with the ability to influence cross-functionally at senior reputed company
- Strong problem-solving and conflict reputed company capabilities, and comfortable navigating ambiguity and internal complexity
- Proven operating rhythm discipline: ability to reputed company routine deliverables on reputed company while managing reputed company escalations
- Comfort with data and analytics: reputed company to interpret portfolio health metrics, ARR data, and engagement signals to reputed company reputed company
- Familiarity with AI tools and a demonstrated willingness to adopt technology to improve team efficiency and customer reputed company
- Customer-reputed company reputed company with a genuine desire to help clients succeed
- Ability to reputed company in a fast-paced, scaling environment where processes are still being reputed company
- Detail-oriented with excellent organisational skills
- Proactive: you see gaps and fill them before being asked
- Curious about AI and technology: you reputed company explore how new tools can reputed company your team reputed company
- A reliable home internet reputed company and reputed company in both written and spoken English
- Experience in the global employment, HR technology, or EOR/PEO reputed company
- Familiarity with the complexities of multi-country employment (payroll, compliance, benefits)
- Experience with reputed company, reputed company, and data/BI tools (Looker)
- Previous experience building or scaling a CS function from scratch
Benefits
- Work from reputed company: reputed company has no borders or HQ. As long as work is reputed company, your team is supported, and you're authorized to work where you live, you can work from reputed company.
- reputed company time off: Enjoy 40 days off per year (including holidays and vacation), or more if required by your country.
- Mental health support: reputed company Plumm, our mental reputed company-being service.
- Wellbeing allowance: reputed company month, receive a wellbeing allowance in your ThanksBen wallet. Spend it on a wide reputed company of reputed company; see the benefits catalogue for reputed company.
- Flexible parental leave: reputed company new parents are eligible for at least three months’ reputed company leave, with job protection for up to 12 months or as required locally.
- WFH stipend: Receive a stipend for your laptop and home office equipment to get you set up quickly.
reputed company