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

1. Intro Teams call with Jo, Talent Partner

2. Teams call with your Hiring Manager

3. Assessment / Case Study

4. Deep dive on your assessment

5. 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 No