Customer Success Manager (Low Touch)

চাকরির বিবরণ

Field Nation brings companies and service professionals together through an integrated, easy-to-use platform, supporting businesses looking to grow their service offerings while empowering technicians to leverage their skills on their own terms. At Field Nation, Customer Success Managers are more than account managers - they are Trusted Advisors who earn the right to be the partner buyers call before they make a decision. Operating through three lenses - Trusted Advisor, Success Engineer, and Value Manager - the CSM role sits at the intersection of relationship, technical mastery, and commercial impact. Using AI as a co-pilot (including Claude, Gemini, internal platform data AI tools, and other resources), CSMs amplify their impact across a scaled portfolio, catching risk earlier and building stronger cases for value. As a Customer Success Manager, the successful candidate will drive retention, adoption, and growth by building buyer relationships that make Field Nation indispensable. This position is located in Dhaka, Bangladesh and reports to the Manager, Customer Success.

দায়িত্ব

• Earn trusted advisor status with buyers by building genuine, insight-driven relationships, becoming the partner they call before making a decision.
• Develop a deep understanding of each buyer's business model, operational pressures, and definition of success to bring recommendations, not just responses.
• Build buyer relationships that enable proactive sharing of platform best practices and early identification of risk before it escalates.
• Maintain practitioner-level knowledge of the Field Nation platform, including features and workflow configurations.
• Deliver customized training and enablement aligned to buyer personas, industry, and company size.
• Use AI tools (internal platform data AI tools, Claude, etc.) to monitor account health, detect adoption gaps, and translate signals into practical recommendations.
• Connect platform usage to measurable business outcomes by tracking buyer KPIs like fix rates, efficiency, and SLA compliance.
• Deliver consistent, value-driven touchpoints (including QBRs and solution discussions) focused on clear objectives.
• Proactively identify and qualify expansion opportunities anchored to documented evidence of realized value.
• Proactively manage a book of business by leveraging health signals and AI tools to prioritize at-risk accounts.
• Act as a buyer advocate by channeling feedback through VOC processes and representing Customer Success in cross-functional initiatives.

যোগ্যতা

• 1+ years of experience in Customer Success or equivalent history building customer relationships with a focus on satisfaction, adoption, and retention
• A Trusted Advisor mindset - able to earn buyer trust through credibility, reliability, and genuine understanding of their business
• An AI-forward approach - comfortable using AI tools as daily co-pilots for account research, insight generation, outreach, and meeting preparation
• Proven problem-solving skills and strong ability to prioritize effectively in a fast-paced environment
• Strong verbal and written communication skills
• Proven ability to deliver measurable results tied to buyer KPIs and business outcomes
• Ability to dive into technical discovery independently and know when to engage internal resources