We are looking for an experienced Customer Success Manager to join our team, working fully remotely from anywhere in the country. In this role you will be a key member of our Customer Success function, contributing directly to our goals and working closely with talented colleagues across the business.
This is a hands-on role with real ownership and impact. You will apply your skills in Customer Success, Account Management and Onboarding to solve interesting problems, ship work you can be proud of and help us raise the bar for what we do. You will collaborate with cross-functional teams, share your ideas openly and have the support you need to do your best work and grow along the way.
You will bring around 4 to 7 years of relevant experience and strong, practical knowledge of Customer Success, Account Management and Onboarding. Just as important are clear communication, sound judgement, attention to detail and the ability to collaborate effectively with people across different teams and backgrounds.
Within your first few months, you will get up to speed with our products, processes and people, build strong working relationships across the team, and begin taking ownership of your own work. Over time, you will have the opportunity to deepen your expertise, take on broader scope and grow your career with us as the company continues to scale.
In return, we offer a supportive, inclusive and collaborative environment, competitive pay, meaningful benefits and the chance to do work that genuinely matters. We care about our people, invest in their growth and want everyone here to be able to do the best work of their careers.
If this sounds like you, we would love to hear from you. Hansa Movers is an equal-opportunity employer: we welcome applicants of all backgrounds and are committed to building a diverse team and an inclusive workplace where everyone can thrive. Apply today and tell us why you would be a great fit.
Responsibilities
As a Customer Success Manager at Hansa Movers, you will play a central role within our Customer Success function and take ownership of a broad and varied set of responsibilities. Working alongside a collaborative, motivated team, your day-to-day duties will include, but are not limited to, the following:- Build alignment across stakeholders and resolve competing priorities constructively.
- Make and clearly communicate well-reasoned decisions, including difficult trade-offs.
- Drive planning and prioritisation for your area, balancing short-term delivery with long-term goals.
- Contribute to process and tooling improvements that make support faster and better.
- Identify recurring problems and share actionable feedback with product and engineering teams.
- Track account health and identify opportunities for expansion and advocacy.
- Document interactions, issues and resolutions accurately in the support and CRM systems.
- Build and maintain help articles, FAQs and knowledge-base content for customers and colleagues.
- Guide customers through onboarding, configuration and best practices to drive adoption and value.
- Proactively reach out to customers to ensure they are successful and to prevent churn.
- Maintain high levels of customer satisfaction and consistently meet response and resolution SLAs.
- Build trusted, long-term relationships that turn customers into loyal advocates.
- Collaborate cross-functionally to advocate for customer needs and improve the overall experience.
- Respond to customer queries promptly, professionally and empathetically across all support channels.
- Diagnose and resolve issues effectively, escalating complex cases with clear, complete context.
- Adapt to changing priorities and remain calm, focused and effective in a fast-moving, evolving environment.
- Handle confidential and sensitive information with discretion, care and integrity at all times.
- Communicate progress, risks and blockers clearly and proactively to your manager and relevant stakeholders.
- Contribute to a culture of accountability, learning from mistakes and celebrating shared wins.
- Participate constructively in team meetings, stand-ups, planning sessions, demos and retrospectives.
- Build strong, trust-based relationships with internal and external stakeholders.
- Take full ownership of your work, manage your own priorities and consistently deliver to a high standard and on time.
- Support onboarding, knowledge-sharing and documentation so the wider team can learn, scale and succeed.
- Proactively flag dependencies and coordinate with other teams to keep work moving smoothly.
- Represent the team and the company professionally in internal and external interactions.
- Maintain accurate, thorough documentation and keep all relevant systems, tools and trackers up to date.
- Ensure your work meets agreed quality, compliance and security standards before it is considered complete.
- Contribute actively to a positive, inclusive, supportive and collaborative team culture.
- Continuously develop your skills, seek feedback and stay current with the latest developments in your field.
What we're looking for
4-7 years of professional experience in a Customer Success Manager or similar roleStrong working knowledge of Customer Success, Account Management and Onboarding
MBA / Bachelor's in Business Administration
Excellent communication, problem-solving and teamwork skills
Benefits
At Hansa Movers, we believe that looking after our people is the foundation of doing great work. We offer a comprehensive, thoughtfully designed benefits and perks package that supports your health, your finances, your growth and your life outside of work. When you join us, you can expect the following:- A modern, well-equipped office in a convenient location, with snacks, great coffee and plenty of collaborative space.
- Transparent communication, regular all-hands updates and direct, approachable access to leadership.
- A culture that actively encourages experimentation, stretch projects and learning from both wins and mistakes.
- Transparent, structured pay bands and clear criteria for progression, so you always know how to grow your earnings.
- Structured mentorship, regular feedback and clear, transparent career-progression frameworks to help you grow.
- earned, casual and sick leave in line with company policy, plus public holidays, because rest and time to recharge are essential to doing great, sustainable work.
- A flat, low-ego environment where good ideas can come from anyone and are acted upon.
- Thoughtful welcome kits, branded swag and little extras that make you feel part of the team.
- Company-funded health insurance with access to a wide network of hospitals and clinics, plus an annual preventive health check-up.
- Wellness initiatives throughout the year, from health talks and screenings to fitness challenges and mindfulness sessions.
- Additional wellbeing and volunteering days each year to look after yourself and give back to your community.
- Regular recognition and appreciation for great work, both publicly and privately.
- Mental-health support including confidential counselling, an Employee Assistance Programme and a range of wellbeing resources.
- Generous, fully paid parental leave for all new parents, supporting you through one of life's biggest moments.
- Employee stock options (ESOPs), giving you a genuine stake in the company's growth and long-term success.
- Recognition of personal milestones with celebration leave and thoughtful gestures.
- Opportunities to attend, speak at and learn from industry events and conferences.
- Allowances and reimbursements for work-related expenses, handled quickly and without unnecessary bureaucracy.
- Hybrid and remote-friendly working options, with the trust and autonomy to manage your own time and output.
- Generous referral bonuses for helping us find and hire other great people to join the team.
- A real commitment to diversity, equity and inclusion, with employee resource groups and an open, respectful culture.
- Flexible working hours that let you do your best work while balancing your personal life and commitments.
- Wellness perks such as gym and fitness-membership support, plus wellbeing initiatives throughout the year.
Education
MBA / Bachelor's in Business Administration