Customer Success Manager

Role overview A customer success role focused on a mid-market portfolio of roughly 40–60 accounts across the APAC and EMEA regions. The CSM acts as a strategic advisor from onboarding through long-term adoption, partnering with account management, technical support, product, solutions, and engineering teams. The position emphasizes asking the right questions, owning commercial outcomes, and modeling what AI-native customer success can look like for technical product users.

Responsibilities - Manage a dedicated portfolio of roughly 40–60 mid-market customers as their strategic partner across the full customer lifecycle - Lead onboarding through kickoffs and milestone check-ins, guiding customers to their first measurable outcomes - Translate each customer's goals into mutual success plans and run proactive, consultative touchpoints - Monitor customer health, surface adoption trends, and address risks before they become problems - Partner with account management on retention and expansion, coordinating deeper expertise when needed - Own escalations end-to-end and advocate for customers internally through structured product feedback - Coach customers on AI-powered solutions and contribute to playbooks, webinars, and enablement across the CS organization

Requirements - Two or more years as a Customer Success Manager for technical products in a SaaS environment - Experience communicating with software developers in a technical capacity - Well-formed, opinionated views on customer experience to inform strategic advice - Fluency in French, Russian, and/or Spanish - Located in Australia, New Zealand, the United Kingdom, or Ireland

Nice to have - Experience designing lifecycle messages

Benefits and work setup - Base salary of $80,000 USD (or local-currency equivalent), subject to market adjustment - 100% coverage of medical, dental, vision, mental health, and supplemental insurance premiums for employee and family - 16 weeks of paid parental leave and unlimited PTO - Stipends for remote work and wellness, plus a professional development budget