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Manager, Customer Success - AMER/EMEA Region



Customer Service, Sales & Business Development
San Mateo, CA, USA
Posted on Friday, May 17, 2024

“Endless tenacity for customers” is Sendbird’s first core value. Customer Success Managers live and breathe it, and the CSM team’s charter is to build confidence across all stages of the customer lifecycle to drive the adoption of SendBird products and services, manage critical customers, and technically enable our customers

As the regional manager of the CSM team in AMER/EMEA, you will be responsible for growing and scaling the customer success organization in the region to drive customer adoption and growth. You will also manage the renewals forecast, reduce churn, and work with sales partners to drive upsell. You will work with sales, support, operations, engineering, product management, and solution engineering to build, maintain, and grow customer loyalty.

What you will do

  • Leadership: Manage a team of Customer Success Managers focusing on scaling the customer success organization to drive efficiency and customer growth.
  • Product Adoption: . Support CSMs to drive adoption, usage, and expansion of Sendbird’s products with customers.
  • Account Management: Lead regular status meetings with Customer Success and Account Management teams to review customer health, upcoming renewals, and potential risks. Benchmark progress weekly, gather program measurements, and track and analyze the data to ensure the achievement of the business goals.
  • Customer Empowerment: Be the Voice of the Customer within the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform/patterns on customer issues.

Who you are

  • Strategic thinker who will proactively make recommendations to improve ROI throughout the customer’s journey
  • Able to create structure in ambiguous situations and design effective processes
  • Highly organized with superb time management skills and experience working with remotely distributed global teams in different time zones.
  • A motivated problem solver with a positive approach to solving customer problems, large and small
  • Passionate for technology and for contributing to a fast-growing SaaS company
  • Self-motivated and proactive as a team player with innovative ideas to inspire customer loyalty and adoption
  • Skilled relationship builder who uses strong interpersonal skills
  • Diplomatic, tactful, and poised under pressure, especially when working with customers

What you bring to the table

  • B.S or M.S. with 10+ years of relevant experience
  • 3+ years of CSM Team management experience
  • Experienced in managing customer KPIs and goals
  • Experienced in implementing new processes and communicating them with internal teams
  • An understanding of API architecture and use cases
  • Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Engineering)

Bonus Points

  • Experience in Account Management or Sales
  • Experience working in Gainsight or customer health tools
  • Experience working in JIRA, Confluence, Looker, and Salesforce

Our US benefits include (but are not limited to)

  • 20 days PTO, 12 paid US company holidays, 5 sick days, 2 volunteer days, plus a rest/rejuvenation and birthday day off
  • Company-subsidized medical, dental, and vision insurance
  • Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan
  • 12 weeks Parental Leave, awarded to birth mothers, fathers, adoptive parents, and surrogates
  • Life and disability insurance
  • Equity program
  • 401K program
  • Be Your Best Self Boost: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training to personality assessments, gym memberships, books, fitness classes, mental health services, and massages

Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location. To determine our ranges, we utilize various compensation data benchmarked against similar-stage growth companies. A reasonable estimate of the current salary range for this role is $200,000 - $235,000. This range is specific to the San Francisco Bay market. We consider several factors when making final compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs that may cause your specific offer to vary from the amount listed above.

Flexible Work Policy

We offer a flexible work schedule at Sendbird. We also value collaboration and relationship building. With those values in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three times per week as a minimum. Some of our roles require a more frequent in-office schedule. Please work with your manager to understand the office time requirements for your position.

What diversity and inclusion mean to us

There is no such thing as a perfect candidate, and the best employees come from various backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

About Sendbird

Sendbird is trusted by 4000 of the world’s most popular apps, including industry leaders like Match Group, Rakuten, Yahoo, and Coupang, to power over 7 billion messages every month between businesses and people looking to build relationships and get things done.

The company offers an award-winning communication platform that modern messaging experiences are built on, unlocking the potential of unified customer communications across notifications, in-app chat, voice, video, and AI. Headquartered in California, Sendbird is backed by ICONIQ, STEADFAST Capital Ventures, Softbank, Tiger Global Management, Meritech Capital, Emergence Capital, Shasta Ventures, August Capital, Funders Club, World Innovation Lab, and Y Combinator.