Manager of Customer Success

The Manager of Customer Success harmonizes relationship cultivation with a dedication to team growth, upselling products and services to enhance website performance, and adept problem-solving to guarantee an outstanding customer experience.

Requirements

• Ensure effective communication, understanding, and implementation of strategy and customer KPIs across cross-functional teams
• Conduct regular analysis of customer and employee performance and operational efficiency through various BI and CRM tools
• Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements
• Prioritize and enhance resolution of escalated customer issues
• Ensure employee performance aligns with company standards
• Conduct one-on-one meetings with CSMs to ensure daily tasks are accomplished and provide stakeholders with updates
• Supervise daily team operations, including ensuring customer follow ups, reviewing of training codes, reviewing aging cases, responding and monitoring communication in slack rooms and email distributions

Benefits

• Medical, dental and vision insurance
• Company matched 401K plan
• Flexible PTO + Sick Leave
• 6 weeks paid Parental Leave
• 8 Paid National Holidays
• Company-paid basic Life Insurance
• Voluntary supplemental Life Insurance
• Voluntary long-term/short-term disability insurance
• Voluntary Pet Insurance
• Optional Healthcare/Dependent Care FSA Account