Customer Success Manager (Low Touch) at Field Nation in Dhaka

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