Customer Success Manager (Low Touch)

Job description

**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?** At Field Nation, our 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. In a world where AI handles what is repeatable, our CSMs own what requires judgment, trust, and relationship. Using AI as a co-pilot — including Claude, Gemini, internal platform data AI tools, and other available resources — our CSMs amplify their impact across a scaled portfolio, catching risk earlier, building stronger cases for value, and showing up to every buyer conversation better prepared than ever before. As a Customer Success Manager, you’ll drive retention, adoption, and growth by building buyer relationships that make Field Nation indispensable — and by becoming the kind of partner your buyers can’t imagine operating without. This position is located in Dhaka, BD and reports to the Manager, Customer Success. ### What you'll get to do: **As a Trusted Advisor:** - Earn trusted advisor status with your buyers by building genuine, insight-driven relationships — becoming the partner they call before they make a decision, not after an issue has compounded. - Develop a deep understanding of each buyer’s business model, operational pressures, and definition of success — and use that context to bring recommendations, not just responses. - Build buyer relationships that enable the proactive sharing of platform best practices, the surfacing of emerging needs, and early identification of risk before it escalates. **As a Success Engineer:** - Maintain practitioner-level knowledge of the Field Nation platform, including features, workflow configurations, and how buyers’ field service operations actually work in practice. - Deliver customized training and enablement aligned to buyer personas, industry, and company size. - Use internal platform data AI tools, Claude, and other AI tools to monitor account health, detect adoption gaps, and surface where buyers are leaving value on the table — then translate those signals into practical recommendations. **As a Value Manager:** - 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) that focus on clear objectives rather than just feature tours. - Proactively identify and qualify expansion opportunities by anchoring them to documented evidence of realized value. **Operations and Advocacy:** - Proactively manage your book of business by leveraging health signals and AI tools to prioritize at-risk accounts. - Drive buyer initiatives and projects from conception to completion with clear, individual ownership. - Act as a buyer advocate by channeling feedback through VOC processes and representing Customer Success in cross-functional initiatives. ### You might be a good fit if you have: - 1+ years of experience in Customer Success or equivalent history building customer relationships with a focus on increasing satisfaction, adoption, and retention. - A Trusted Advisor mindset — the ability to earn buyer trust through credibility, reliability, and genuine understanding of their business, not just the product. - An AI-forward approach: comfort using AI tools — including internal platform data AI tools, Claude, and others — 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 when necessary, and knows when to engage internal resources to best serve buyer needs. ### 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 1,00,000-1,50,000 (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