Customer Success Manager - North America - Remote

Overview

This role focuses on managing customer success for enterprise clients in North America, ensuring they realize value from the services provided.

In Short

• Co-own a portfolio of enterprise customers in North America.
• Drive onboarding, adoption, value realization, and renewals.
• Build trusted relationships with senior customer stakeholders.
• Lead onboarding calls, enablement sessions, workshops, and QBRs.
• Monitor account health, usage, and risk — and act early.
• Act as the voice of the customer internally, influencing Product and CX.
• Contribute to scalable success frameworks, QA standards, and playbooks.
• Partner with Sales on handovers, renewals, and expansion opportunities.

Requirements

• 5+ years in Customer Success or Account Management roles.
• Experience supporting enterprise customers in North America.
• Previous experience within BPO organizations (strongly preferred).
• Confidence running executive-level conversations and QBRs.
• Strong commercial awareness (retention, renewals, expansion).
• Fluent English — written and spoken.
• Product-led mindset with strong judgment.
• Experience with CRMs and CS tools (Salesforce, HubSpot, Zendesk, etc.).
• Based in the Americas with strong overlap with North American business hours.

Benefits

• Fast-moving, collaborative, and low-ego work environment.
• Clear communication — async-first, human always.
• Focus on outcomes, not optics.
• Opportunity to help shape how Customer Success scales at Kaizo.