Manager, Customer Success

Lead, coach, and develop a team of Customer Success Associates in the Dhaka office, fostering a culture of accountability, positivity, and continuous improvement

Conduct regular 1:1s, team huddles, and performance reviews to keep the team focused, motivated, and growing

Set clear expectations and hold team members accountable to their KPIs and performance targets — with empathy and consistency

Serve as an escalation point for team members navigating complex customer situations

Support onboarding and ramp-up of new team members as the Dhaka CS function grows

Translate global tech touch and low touch customer success strategies into clear, executable priorities for the Dhaka team

Ensure the team follows established playbooks, processes, and workflows with precision and consistency

Monitor daily execution against defined programs and proactively address gaps or blockers before they escalate

Act as a bridge between global CS strategy owners and the Dhaka execution team, ensuring clear two-way communication

Own regular reporting cadences to US-based leadership on team performance, key metrics, and operational health

Track and report on critical CS metrics including customer health scores, retention indicators, response times, and program adherence

Identify trends in team performance data and surface insights and recommendations to leadership in a timely manner

Ensure the team maintains accurate and up-to-date records in CRM and CS management tools

Partner with the BD Country Leader to navigate local operational and cultural considerations that affect team effectiveness

Collaborate with global CS, Product, and Support teams to relay feedback from the BD team and customers

Support a culture of open communication across time zones, ensuring the BD team feels connected to the broader Field Nation organization

5+ years of experience in Customer Success, Account Management, or a related client-facing role within a technology or SaaS company

2+ years of experience managing or team-leading a CS or support team, with demonstrated ability to drive results through others

Proven track record of executing against defined KPIs and holding a team accountable to measurable outcomes

Culturally adaptive and collaborative - comfortable operating across time zones and working with global distributed teams

Exceptional people management skills - you lead with positivity and create an environment where people want to do their best work

Strong accountability mindset - you are direct and fair in performance conversations and follow through consistently

Excellent written and verbal communication skills in English; ability to create clear, concise reports for senior leadership

High proficiency with CRM tools (Salesforce, HubSpot, or similar) and AI tools (Gemini, Claude, NotebookLM, or similar) 

Data-driven approach - comfortable reading dashboards, identifying trends, and translating data into actionable insights

Strong organizational skills with the ability to manage competing priorities in a fast-paced environment

Culturally adaptive and collaborative - comfortable operating across time zones and working with distributed teams

Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight Pulse Academy) are a plus