Customer Success Manager – Americas Lead

Job Summary

As a Customer Success Manager – Americas Lead, you will be responsible for leading and managing a team of Customer Success Representatives and a number of key customers. Your primary goal is to ensure that customers have a positive experience with the company’s products or services and that their needs are met. You will collaborate with cross-functional teams to drive customer success and contribute to the overall growth and retention of the customer base.


Team Leadership:

  • Lead and mentor a team of Customer Success Representatives.
  • Provide guidance, support, and training to team members.
  • Foster a positive and collaborative team culture.

Strategic Account Management:

  • Develop and implement strategic account plans aligned with the client’s objectives and the company’s goals.
  • Identify growth opportunities and collaborate with internal teams to develop strategies for account expansion.
  • Anticipate and address potential issues that may impact the client relationship or business partnership.

Customer Relationship Management:

  • Build and maintain strong relationships with key customers.
  • Work closely with customers to understand their goals, challenges, and expectations.
  • Proactively address customer concerns and issues.

Customer Success Strategy:

  • Develop and implement customer success strategies to drive customer satisfaction and retention.
  • Collaborate with other teams, such as Sales and Product, to ensure a unified approach to customer success.

Metrics and Reporting:

  • Track the defined key performance indicators (KPIs) for the customer success team.
  • Provide regular reports on team performance and customer satisfaction.

Customer Advocacy:

  • Identify opportunities for customer advocacy, testimonials, and case studies.
  • Encourage and facilitate customer referrals.

Continuous Improvement:

  • Continuously assess and improve customer success processes and workflows.
  • Stay informed about industry best practices and trends.
  • Continuously learn and build expertise across XTM group products, services and assigned customers.


  • Bachelor’s degree in business, management or a related field.
  • Proven experience as customer success team lead, strategic/key accounts manager or similar.
  • Results-oriented with passion for customer success and experience achieving high levels of customer satisfaction.
  • Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level.
  • Hands on experience with CRM software, CS platforms, and deep understanding of sales performance metrics.
  • Ability to analyze data and make data-driven decisions.
  • Ability to collaborate effectively with cross-functional teams.
  • Flexibility and adaptability to thrive in a dynamic and fast-paced environment.


  • Attractive commission scheme
  • A dynamic, international working environment
  • Training and personal development opportunities
  • Working with experts in the field of language technology and localization
  • Participation in international conferences and industry leading events
  • Remote working

Customer Success Manager – Americas Lead

  • Location: Remote
  • Department: Development
  • Employment type Full time contractor
  • Minimum experience: Manager/Supervisor
  • Deadline: Ongoing

XTM International is a leading software development company with an impressive list of customers around the globe. Join our team and drive innovation that matters.

If you have any questions, drop us a line at