Manager, Customer Success

Who we are: Field Nation brings companies and service professionals together through an integrated, easy-to-use platform. We support businesses looking to grow their service offerings while also empowering technicians to leverage their skills on their own terms. Our mission is to help the service delivery industry do great work, and we live that mission by doing great work for the companies and service professionals who depend on us. Why is this role important to Field Nation? Field Nation is looking for a driven and people-first Manager of Customer Success to lead our growing team in Dhaka, Bangladesh. This is a critical role at the heart of our customer success operation. They will be responsible for the day-to-day management and execution of a high-performing team serving both our tech touch and low touch business segments. Reporting directly to senior CS leadership in the US with a dotted-line relationship to the Country Leader in Dhaka, you will be the operational backbone of our Dhaka office's customer success function. You will not own strategy development that sits with global leadership but you will own execution against those strategies with excellence, consistency, and accountability. Your team's results are your results. What you'll get to do: Team Leadership & Day-to-Day Management Lead, coach, and develop a team of Customer Success Associates in the Dhaka office, fostering a culture of accountability, positivity, and continuous improvement Conduct regular 1:1s, team huddles, and performance reviews to keep the team focused, motivated, and growing Set clear expectations and hold team members accountable to their KPIs and performance targets — with empathy and consistency Serve as an escalation point for team members navigating complex customer situations Support onboarding and ramp-up of new team members as the Dhaka CS function grows Execution Against Strategy Translate global tech touch and low touch customer success strategies into clear, executable priorities for the Dhaka team Ensure the team follows established playbooks, processes, and workflows with precision and consistency Monitor daily execution against defined programs and proactively address gaps or blockers before they escalate Act as a bridge between global CS strategy owners and the Dhaka execution team, ensuring clear two-way communication Metrics & Reporting Own regular reporting cadences to US-based leadership on team performance, key metrics, and operational health Track and report on critical CS metrics including customer health scores, retention indicators, response times, and program adherence Identify trends in team performance data and surface insights and recommendations to leadership in a timely manner Ensure the team maintains accurate and up-to-date records in CRM and CS management tools Cross-Functional Collaboration Partner with the BD Country Leader to navigate local operational and cultural considerations that affect team effectiveness Collaborate with global CS, Product, and Support teams to relay feedback from the BD team and customers Support a culture of open communication across time zones, ensuring the BD team feels connected to the broader Field Nation organization You might be a good fit if you have: 5+ years of experience in Customer Success, Account Management, or a related client-facing role within a technology or SaaS company 2+ years of experience managing or team-leading a CS or support team, with demonstrated ability to drive results through others Proven track record of executing against defined KPIs and holding a team accountable to measurable outcomes Culturally adaptive and collaborative - comfortable operating across time zones and working with global distributed teams Exceptional people management skills - you lead with positivity and create an environment where people want to do their best work Strong accountability mindset - you are direct and fair in performance conversations and follow through consistently Excellent written and verbal communication skills in English; ability to create clear, concise reports for senior leadership High proficiency with CRM tools (Salesforce, HubSpot, or similar) and AI tools (Gemini, Claude, NotebookLM, or similar) Data-driven approach - comfortable reading dashboards, identifying trends, and translating data into actionable insights Strong organizational skills with the ability to manage competing priorities in a fast-paced environment Culturally adaptive and collaborative - comfortable operating across time zones and working with distributed teams Professional certifications in Customer Success (e.g., SuccessHACKER, Gainsight Pulse Academy) are a plus Position Type/Expected Hours of Work: This is a full-time, hybrid position, We come into the office on Mondays & Tuesdays. Shift: 9 hours/day – 5 days per week ( Mon-Fri ) Working hours generally range from 8pm-5am (can vary due to daylight savings in the U.S.) Office Location: Uttara, Dhaka, Bangladesh (Hybrid) Salary Range: BDT 1,50,000-2,00,000 (Monthly) Why we think you'll love it here: At Field Nation, we believe great work deserves great support. Here’s a snapshot of the benefits designed to reward performance, support well-being and create an enjoyable workplace experience. 1. Compensation & Financial Rewards Because hard work should feel like winning. Field Nation LLC Performance Reward – Because every citizen of Field Nation deserves a stake in the win! Festival Bonus – Celebrate the big festivals with some extra cheer (and cash!). Referral Bonus – Incentives for successful employee referrals. Gratuity – Honoring your long-term dedication Leave Encashment – Opportunity to encash unused annual leave balance at year-end. 2. Health & Wellness Your body, mind, and family matter. Medical Insurance – Comprehensive health coverage for employees and their immediate family (spouse and children). Gym Membership – Stay fit, active, and energized. 3. Daily Operations & Office Perks Complimentary Lunch / Dinner – Because good work needs good food. Unlimited Tea & Coffee – Keep the energy flowing. Transportation – Helping you get to work hassle-free. Mobile Data Allowance – Allowances to ensure connectivity. 4. Professional Development Career Development Budget – Dedicated funds for professional learning and growth. 5. Culture, Events & Time Off Fostering work-life balance and strong team connections. Work Model: Hybrid (2 days in-office, 3 days remote per week) – balance is key. Summer & Winter Field Weeks – Two annual team retreats to connect, collaborate, and recharge. Quarterly Team Outing Budget – Enjoy exciting activities and quality time with your team to bond, relax and celebrate together. Occasional Gifts – Surprises and gifts to celebrate milestones & welcome new faces. Leave Benefits: Paid Time Off – Take the time you need! Covers annual, casual, and sick leave so you can recharge and come back ready to shine. Hajj/Umrah Leave Maternity Leave Paternity Leave Why Field Nation? At Field Nation, we are breaking the barriers to work and enabling the gig economy. We’re a tech company that offers a web-based marketplace solution for buyers and sellers of contract services to simply connect, work, and manage their business. We look for collaborators, innovators, and problem solvers to join us in our common purpose of changing the way work gets done. We were named a Top Workplace by the Star Tribune in 2017, 2018, 2019 and a Top 150 Workplace in 2020, 2021 & 2022. We look to hire extraordinary people and provide them with extraordinary benefits.