Customer Success Manager Americas

**Customer Success Manager - North America (Remote, Americas)**
**Location**: Remote (Americas time zones)
**Preferred locations**: LATAM (e.g. Brazil, Mexico) for time zone alignment
**Languages**: Fluent English required
**Start Date**: ASAP

**Is this how your customers would describe you?**:
You’re proactive, strategic, and trusted.
You don’t just manage accounts — you manage outcomes.

You’re comfortable working with enterprise customers: complex stakeholders, high expectations, and very real consequences when things go wrong.
You balance empathy with clarity and know when to lean in — and when to push back.

You create momentum.
You build trust.
And you help customers see real value, fast.

**Why this role?**:
Our momentum in **North America** is accelerating. We’ve recently signed **large enterprise customers**, with more in advanced pipeline stages.

To support this growth, we’re strengthening our **Customer Success presence across the Americas**.

In this role, you’ll support **key North American accounts**, working closely alongside **Beatriz**, who is based in Brazil and already supporting our Americas customers. Together, you’ll ensure customers onboard successfully, adopt Kaizo deeply, and realise long-term value.

**Why Kaizo?**:
Kaizo is an **AI-powered platform** helping customer support teams work smarter, fairer, and faster.

Headquartered in **Amsterdam**, we serve customers globally — with particularly strong traction in **North America**.

We’re building thoughtfully: scaling our customer base while keeping quality, trust, and outcomes front and centre.

**What you’ll be doing**:
Co-own a portfolio of **enterprise customers in North America**, alongside Beatriz
Drive onboarding, adoption, value realisation, 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

**What we’re looking for**:
You’re an experienced **B2B SaaS CSM** who’s comfortable operating in enterprise environments — ideally with exposure to outsourced support models.

We’d love to see:
5+ years in Customer Success or Account Management roles
Experience supporting **enterprise customers in North America**
**Previous experience within BPO organisations** (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 judgement
Experience with CRMs and CS tools (Salesforce, HubSpot, Zendesk, etc.)
Based in the **Americas** with strong overlap with North American business hours

**What’s it like working here?**:
Fast-moving, collaborative, and low-ego
Clear communication — async-first, human always
We care about outcomes, not optics
You’ll help shape how Customer Success scales at Kaizo

**Interview Process**:

- Intro Teams call with **Jo**, Talent Partner
- Teams call with your Hiring Manager
- Assessment / Case Study
- Deep dive on your assessment
- Final call with Senior Management

**Ready to Apply?**:
This is a **true enterprise Customer Success role**, working alongside an established teammate and supporting high-impact North American customers.

**Equal Opportunities at Kaizo**
We believe great teams are built from diverse perspectives and experiences. At Kaizo, we’re committed to creating an inclusive workplace where everyone feels respected, supported, and able to do their best work — regardless of background, identity, or circumstance.