Customer Success Manager

Job Summary

To support a global Cloud ERP product, the full-time Customer Success Manager will build strong customer relationships, oversee a remote support team, and drive customer satisfaction and revenue growth through onboarding, upselling, and continuous improvement initiatives.

Key responsibilities

• Lead the Customer Support team, ensuring issue resolution and performance monitoring while managing training and process improvements
• Identify upselling and cross-selling opportunities, collaborating with sales and marketing to drive revenue growth within existing accounts
• Develop and execute customized customer success plans, monitor customer health, and advocate for customer needs within the organization

Required qualifications

• Bachelor's Degree in Business or a related field is required; MBA or CPA preferred
• Experience managing a diverse and remote team of at least four members
• Strong knowledge of business processes, particularly in sales, accounting, and financial reporting
• Proficiency with Zoho Desk or other support desk platforms is required; familiarity with Atlassian Jira and Confluence is preferred
• Ability to work effectively in a remote environment across multiple time zones