Customer Success Manager

Native Teams is a global platform for work payments and employment. Beyond managing payroll, compliance, and taxes, we integrate financial tools to maximize the value of every work payment, worldwide.

We are expanding our global team and looking for Customer Success Manager to bring their wider knowledge and help us get our product and service more widely known and used.

Would you like to take on a new challenge in the field of Customer Experience in a successful, fast-growing global start-up?

Location: Hybrid

Salary Range: Flexible

Key Responsibilities:

• Client Trust & Communication: Build and maintain strong, long-term relationships with key client stakeholders to understand their evolving business goals and expectations.
• Onboarding & Handover: Guide clients through seamless initial onboarding, coordinate across teams, and establish structured handovers to operational support teams.
• Executive Alignment: Conduct regular check-ins and strategic reviews, positioning yourself as a trusted advisor to key decision-makers
• Inquiry Handling & Support: Manage client inquiries via live chat, email, and platform tickets, adhering to strict response and resolution Service Level Agreements (SLAs)
• Troubleshooting & Investigation: Research complex questions using internal documentation, country guides, and system data before escalating
• Escalation Management: Coordinate with cross-functional teams (Payroll, Legal, Compliance, Finance) on complex issues, maintaining complete context and driving resolution on the client's behalf
• Account Health Monitoring: Track customer health scores, usage metrics, and key performance indicators (KPIs) to identify accounts at risk or ready for expansion.
• Upselling & Expansion: Identify upsell/cross-sell opportunities mapped directly to customer pain points and business goals, introducing upgrades at key milestones or renewal discussions
• Customer Feedback: Gather and analyze feedback through CSAT and NPS surveys, interviews, and reviews to turn promoters into brand advocates.
• Internal Alignment: Work closely with Sales, Product, Marketing, and Operations to communicate customer feedback and align on growth strategies.
• CRM & Process Hygiene: Log all client interactions accurately, keep ticket properties updated, and maintain clean CRM records for reporting and handovers
• Knowledge Base & Process Improvement: Contribute to knowledge bases, canned responses, and operational documentation, while highlighting product or process gaps identified through client feedback

Requirements:

• Experience: Proven track record in Customer Success Management, Strategic Account Management, or Client Relationship Management, ideally within SaaS, HR Tech, Employer of Record (EOR), or B2B tech platforms.
• Relationship & Executive Management: Demonstrated success managing high-value B2B client portfolios, running Executive Briefings/QBRs, and building trust with key decision-makers and C-suite stakeholders.
• Full Lifecycle Ownership: Experience leading end-to-end client lifecycles, from seamless onboarding and operational handovers to retention, renewals, and driving revenue expansion.
• CRM & Ticketing Systems: Hands-on proficiency with CRM platforms (e.g., Salesforce, HubSpot) and ticketing/CS platforms (e.g., Asana, Jira) for tracking SLAs, ticket hygiene, and account health.
• Commercial Acumen & Upselling: Skill in analyzing usage metrics and customer pain points to identify, present, and close upsell and cross-sell opportunities at key milestones.
• Technical Troubleshooting & Escalation: Ability to conduct independent research across internal systems and documentation to resolve complex client inquiries, coordinating cross-functionally with specialized teams (Payroll, Legal, Finance) when needed.
• Cross-Functional Collaboration: Exceptional alignment skills to act as the client’s advocate while working seamlessly across Sales, Operations, Product, Legal, and Finance teams.
• Empathetic & SLA-Driven Communication: Clear, responsive, and empathetic communication skills across live chat, email, and video calls under tight response and resolution SLAs.
• Data-Driven & Strategic Mindset: Ability to analyze CSAT, NPS, usage data, and account health metrics to proactively mitigate churn risk and drive process or product improvements.

Benefits:

• Dynamic and interesting work in an early-stage, funded startup
• Ability to influence the next stages of our growth
• Flexible work environment
• Competitive salary
• Experience working in the ever-changing world of fintech
• Opportunities for professional and personal growth
• Additional employee benefits

Join our team at Native Teams, a fast-growing global start-up. We're looking for driven, passionate individuals to join us as we continue to expand our reach and impact.

At Native Teams, we pride ourselves on our dynamic and supportive work environment, where we encourage personal and professional growth. We believe in hiring talented individuals from diverse backgrounds, not only because we should do it but because fresh perspectives improve our team and our decisions. Our multicultural team is made up of young, energetic, and positive people who are passionate about what they do.

As part of our team, you’ll reflect the people we serve and will have the opportunity to work with thousands and impact millions of lives around the world.

If you're looking for a challenging and rewarding career and the chance to be part of a team that's making a real difference in the world, then we want to hear from you.

Apply now to join the Native Teams family and take the first step toward a brighter future!