Manager of Customer Success

We’re living at the dawn of a borderless world, but most people still don't have the tools needed to engage in critical high-trust services including everything from access to financial services, to sharing assets in peer-to-peer marketplaces, and even managing talent.

At MetaMap, our work is centered on addressing this gap by building an identity data protocol that surfaces merits in the form of legal, financial, and work data. We’re energised by the unlimited potential that comes from this collective coordination, the removal of barriers to access, and the future we’re building towards — one that is interconnected and equitable.
- If you believe in our mission to help unlock borderless growth too, come join the _MetaMap_ team_

**About the role**:
A Manager in Customer Success is responsible for managing, leading, and growing a team of CSMs (Customer Success Managers), as well as defining the vision, strategy, and roadmap for our scaling department.

In this role you will hire, coach and develop a team of new and established Customer Success Managers to help ensure each team member achieves their targets. In addition, you will work closely with Customer Success leadership, sales leadership, training, and recruiting teams, helping to drive regional and global company initiatives and deliver overall business success.

You should also be able to provide insights on industry use cases and on how to improve customer overall experience.

**Manager of CS Key Responsibilities**:
- Lead the Customer Success team towards continued success in customer happiness.- Sustain business growth and profitability by maximizing value.- Work as part of the team to improve processes and develop strategies for scale and growth- Work closely with global customer success, product, support, onboarding, sales, and other departments in order to improve customer's satisfaction with our solution and ensure alignment across businesses that will lead to our customers’ success- Partner strategically with Senior Customer Success and Sales leadership to define and implement successful programs and support growth in the region- Attract and grow the best customer success talent through effective recruiting, selecting, and training methods- Manage day-to-day operations, goal setting, career development, performance management, and growth of team members- Inspire, support, and coach your team to help meet monthly goals- Be responsible for the metrics and results of your team- Analyze customer and performance data to make informed decisions about operational and procedural changes

**We are looking for people who have**:
- Speak Spanish and English fluently- Proven leadership ability to coach, influence, develop, motivate and empower employees to achieve their best- A verifiable track record of consistently meeting and exceeding revenue goals- Consultative, problem solving, and issue resolution skills- Clear and articulate communication skills and the ability to effectively drive a conversation- The ability to thrive in a fast-paced environment. Ability to adapt quickly to new software and constantly changing business requirements- A high degree of organizational skills.- Demonstrated experience owning and multiple leading projects to successful outcomes- Passion for customer service and experience handling customer escalations- Self-driven and proactive in nature. Curious spirit with initiative and drive to pursue new ideas

**It would also be nice (not mandatory) if you**:
- Speak Portuguese- Have SaaS business acumen/Experience in SaaS business

MetaMap is building tools that power a borderless world where everyone has equal access to opportunity based on their merits. As a proud equal opportunity employer, we live by these same values, celebrate diversity, and are committed to creating an inclusive environment for all of our employees. We are also committed to a fair and inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible.