Manager, Customer Success - AMER/EMEA Region

| San Mateo, CA, USA | Hybrid
Employer Provided Salary: 200,000-235,000 Annually
Salary data is provided by the employer. Please note this is not a guarantee of compensation.
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“Endless tenacity for customers” is Sendbird’s first core value. Customer Success Managers live and breathe it, and the CSM team’s charter is to build confidence across all stages of the customer lifecycle to drive the adoption of SendBird products and services, manage critical customers, and technically enable our customers

As the regional manager of the CSM team in AMER/EMEA, you will be responsible for growing and scaling the customer success organization in the region to drive customer adoption and growth. You will also manage the renewals forecast, reduce churn, and work with sales partners to drive upsell. You will work with sales, support, operations, engineering, product management, and solution engineering to build, maintain, and grow customer loyalty.

What you will do

  • Leadership: Manage a team of Customer Success Managers focusing on scaling the customer success organization to drive efficiency and customer growth.
  • Product Adoption: . Support CSMs to drive adoption, usage, and expansion of Sendbird’s products with customers.
  • Account Management: Lead regular status meetings with Customer Success and Account Management teams to review customer health, upcoming renewals, and potential risks. Benchmark progress weekly, gather program measurements, and track and analyze the data to ensure the achievement of the business goals.
  • Customer Empowerment: Be the Voice of the Customer within the organization. Gather customer product feedback and communicate with product management and engineering to shape the product development roadmap. Identify use cases not yet covered by our current platform/patterns on customer issues. 

Who you are

  • Strategic thinker who will proactively make recommendations to improve ROI throughout the customer’s journey 
  • Able to create structure in ambiguous situations and design effective processes
  • Highly organized with superb time management skills and experience working with remotely distributed global teams in different time zones.
  • A motivated problem solver with a positive approach to solving customer problems, large and small
  • Passionate for technology and for contributing to a fast-growing SaaS company
  • Self-motivated and proactive as a team player with innovative ideas to inspire customer loyalty and adoption
  • Skilled relationship builder who uses strong interpersonal skills
  • Diplomatic, tactful, and poised under pressure, especially when working with customers

What you bring to the table

  • B.S or M.S. with 10+ years of relevant experience
  • 3+ years of CSM Team management experience 
  • Experienced in managing customer KPIs and goals 
  • Experienced in implementing new processes and communicating them with internal teams
  • An understanding of API architecture and use cases
  • Experience working with cross-functional teams (e.g., Sales, Product, Marketing, Engineering)

Bonus Points

  • Experience in Account Management or Sales
  • Experience working in Gainsight or customer health tools
  • Experience working in JIRA, Confluence, Looker, and Salesforce

Our US benefits include (but are not limited to)

  • 20 days PTO, 12 paid US company holidays, 5 sick days, 2 volunteer days, plus a rest/rejuvenation and birthday day off
  • Company-subsidized medical, dental, and vision insurance
  • Flexible Spending Accounts or Health Savings Accounts, depending on your selected health insurance plan
  • 12 weeks Parental Leave, awarded to birth mothers, fathers, adoptive parents, and surrogates
  • Life and disability insurance
  • Equity program
  • 401K program
  • Be Your Best Self Boost: An annual stipend of $3,500 (prorated by start date) for expenses ranging from professional development classes and training to personality assessments, gym memberships, books, fitness classes, mental health services, and massages

Pay Transparency

For cash compensation, we set standard ranges for all roles based on function, level, and geographic location.  To determine our ranges, we utilize various compensation data benchmarked against similar-stage growth companies.   A reasonable estimate of the current salary range for this role is $200,000 - $235,000.  This range is specific to the San Francisco Bay market.  We consider several factors when making final compensation decisions, including, but not limited to, skill sets, experience and training, licensure and certifications, and other business and organizational needs that may cause your specific offer to vary from the amount listed above.

Flexible Work Policy

We offer a flexible work schedule at Sendbird.  We also value collaboration and relationship building.  With those values in mind, we require all employees within an hour's commute range of their local office to gather with their team in the office three times per week as a minimum.  Some of our roles require a more frequent in-office schedule.  Please work with your manager to understand the office time requirements for your position.

What diversity and inclusion mean to us

There is no such thing as a perfect candidate, and the best employees come from various backgrounds, experiences, and skill sets. Sendbird is a place where everyone can learn and grow. We respect, promote, and encourage diversity for equal employment opportunities and encourage you to apply if this role excites you.

About Sendbird

Sendbird is trusted by 4000 of the world’s most popular apps, including industry leaders like Match Group, Rakuten, Yahoo, and Coupang, to power over 7 billion messages every month between businesses and people looking to build relationships and get things done.

The company offers an award-winning communication platform that modern messaging experiences are built on, unlocking the potential of unified customer communications across notifications, in-app chat, voice, video, and AI. Headquartered in California, Sendbird is backed by ICONIQ, STEADFAST Capital Ventures, Softbank, Tiger Global Management, Meritech Capital, Emergence Capital, Shasta Ventures, August Capital, Funders Club, World Innovation Lab, and Y Combinator.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PythonLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • React NativeFrameworks
    • MySQLDatabases
    • AWS (Amazon Web Services)Services
    • FigmaDesign
    • IllustratorDesign
    • PhotoshopDesign
    • ZeplinDesign
    • Adobe CloudDesign
    • ShutterstockDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • JIRAManagement
    • WordpressCMS
    • MarketoLead Gen
    • SlackCollaboration
    • ZoomCollaboration
    • AsanaProject Management

An Insider's view of Sendbird

What's something quirky about your company?

What makes Sendbird so great is that we have a large employee presence in Korea and across the US. This has created a fun mixture of Korean and US cultures that really shows in our events and company chats.
Our employees really embody our core values and you can quickly make friends within the company as you already are aligned on so many levels.


Workplace Manager, US & EMEA

How do you collaborate with other teams in the company?

Our CEO kicks us off at the start of the week with a weekly stand that includes all teams. During this call, we discuss updates, hear customer stories, and can ask anonymous questions. Then throughout the week, we have a standing meetings with a variety of teams. Sendbird maintains a variety of chat channels in Slack for collaboration and for fun.


Customer Success Manager

How does the company support your career growth?

At a fast-growing startup like Sendbird, there are more opportunities and challenges to work on than there are people. More often than not, we may do things for the first time.
The culture here provides a safe space to not only accelerate our career growth but ensure we have the resources and tools in place to become our best selves in the process.


Program Manager

What is your vision for the company?

Sendbird’s mission is to help businesses build connections in a digital world. We believe conversations are at the heart of building relationships, and our vision is to power a billion people’s conversations on mobile apps every day across social, marketing, support, and transactional messaging experiences.



What are Sendbird Perks + Benefits

Sendbird Benefits Overview

Sendbird values our employees in a variety of ways. Perhaps everyone's favorite perk (besides great medical benefits and 401k) is our Be Your Best Self Boost. This is an annual allowance of $3500, based on joining date, that you can use to be your best self - attend a conference, go on a yoga retreat, purchase an e-bike. What makes you your best self? We also promote a global culture through our Global Citizenship Boost which is an annual allowance towards learning a new language. Additionally, we have company One Tables whereby Sendbird will sponsor a DoorDash meal delivery on a recurring basis and we eat lunch together via Zoom.

Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Day off for your birthday
Hybrid work model
Flexible work schedule
Remote work program
Highly diverse management team
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
We offer an annual allowance that can be used toward gym memberships. We also offer all US employees Flexible Spending Accounts or Health Savings Accounts, depending on your selected benefit program.
Mental health benefits
Wellness days
Financial & Retirement
Company equity
Pay transparency
Child Care & Parental Leave
Generous parental leave
Family medical leave
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Floating holidays
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Home-office stipend for remote employees
Mother's room
Professional Development
Job training & conferences
Promote from within
Continuing education stipend

Additional Perks + Benefits

Sendbird encourages its employees to explore their personal growth and development. We offer an annual stipend of $3,500 to help you thrive (prorated by start date) for expenses ranging from professional development classes and training, to personality assessments, to gym memberships, to books, to fitness classes, to mental health services, to massages!

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