Customer Success Manager

About the role

Native Teams is seeking a Customer Success Manager to drive client satisfaction and growth for its global payroll and fintech platform. You will act as a trusted advisor, guiding customers through onboarding, ongoing support, and expansion opportunities.

Key responsibilities

• Build and maintain long‑term relationships with key client stakeholders, understanding their evolving business goals.
• Guide clients through seamless onboarding, coordinate handovers to operational support, and conduct regular executive check‑ins and strategic reviews.
• Manage client inquiries via live chat, email, and platform tickets, meeting strict SLA response and resolution times.
• Research complex issues using internal documentation and coordinate with Payroll, Legal, Compliance, and Finance teams to resolve escalations.
• Monitor account health scores, usage metrics and KPIs to identify at‑risk accounts or expansion opportunities.
• Identify upsell and cross‑sell opportunities aligned with customer pain points and business objectives.
• Gather and analyse feedback through CSAT, NPS surveys and interviews, turning promoters into brand advocates.
• Collaborate with Sales, Product, Marketing and Operations to communicate customer insights and influence growth strategies.

Required profile

• Proven experience in Customer Success, Strategic Account Management or Client Relationship Management, preferably in SaaS, HR‑Tech or B2B platforms.
• Demonstrated success managing high‑value B2B portfolios, conducting Executive Briefings/QBRs and building trust with C‑suite stakeholders.
• Full‑lifecycle ownership from onboarding to renewal and revenue expansion.
• Data‑driven mindset with ability to analyse CSAT, NPS, usage data and account health metrics.

Required skills

• Hands‑on proficiency with CRM platforms such as Salesforce or HubSpot.
• Experience using ticketing or CS platforms like Asana or Jira.

What we offer

• Dynamic work in an early‑stage, funded startup with the ability to influence growth.
• Flexible hybrid work environment and competitive salary.
• Opportunities for professional and personal development in the fintech space.
• Additional employee benefits and a multicultural, supportive team culture.