Customer Success Manager
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Manager of Customer Success enhancing website performance through relationship cultivation for an automotive marketing company. Overseeing customer retention, mentorship, and operational leadership in a fully remote setting.
Responsibilities:
- 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.
- Complete annual performance reviews and quarterly goals for team members.
- Hold team accountable to departmental performance metrics and OKRs to foster continuous improvements.
- Conduct monthly team business reviews to address customer concerns and issues, providing solutions.
- Prioritize and enhance resolution of escalated customer issues; act as the escalation point for complex cases.
- Ensure employee performance aligns with company standards, conducting performance evaluations, and adhering to the progressive discipline process as per company policy.
- 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.
- Verify that all team members have completed their training requirements.
- Keep the team updated weekly on all new information pertaining to products, procedures, customer needs, and company-related issues.
- Manage the interviewing and onboarding processes for new employees within the department.
- Utilize the Planner Board to track project statuses and provide updates to stakeholders.
Requirements:
- Bachelor’s degree in computer science, marketing, project management, business administration, or a related field.
- Over 5 years of managerial experience, demonstrating effective team leadership.
- Outstanding communication abilities, capable of clearly explaining technical matters to various audiences.
- Proven track record of achieving or surpassing metrics, upselling, quotas, and KPIs, with favorable customer feedback.
- Exceptional customer service skills, coupled with technical proficiency and the capacity to handle time-sensitive tasks in a fast-paced setting.
- Proficient in Microsoft Office and other essential business software applications.
- Skilled in using BI tools to make data driven decisions
- Familiarity with Salesforce, JIRA, ChurnZero, or similar tracking systems is preferred.
- Previous management of Enterprise level accounts.
- Working knowledge of HTML, CSS, and Bootstrap.
- Expertise in the automotive digital marketing industry.
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
Similar Jobs
Client Experience Specialist – Wealth Management, Private Client
Client Experience Specialist responsible for delivering client services in Wealth Management. Collaborate with advisory teams to enhance client relationships and optimize financial planning opportunities.
Technical Success Manager
Technical Success Manager managing mid-tier accounts for OutSystems' AI Development Platform. Guide client development teams to adopt and utilize agentic systems effectively.
Manager, Customer Success – ENT/Ophth
Manager, Customer Success focused on driving customer adoption at ModMed. Collaborating with leadership to establish strategic plans in a fast-paced Healthcare IT company.
Manager, Customer Success – Orthopedics
Manager, Customer Success leading a team in enhancing client engagement and driving adoption for ModMed's Orthopedic solutions. Focusing on customer satisfaction and strategic planning to meet business objectives.
Customer Success Manager
Manager, Customer Success at ModMed focusing on adoption and customer experience for key accounts in a healthcare IT company.
Customer Success Associate III
Customer Success Associate providing support for Rackspace Technology's multicloud solutions. Working alongside customers to resolve issues and support their business objectives.
Customer Success Manager
Customer Success Manager guiding customers through adoption and success of billing software at Kansys. Collaborating with teams to ensure exceptional service delivery and identifying service improvement opportunities.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager managing relationships with university clients in Higher Education. Focused on retention and growth while ensuring customer satisfaction for Gecko's SaaS platform.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager enhancing university engagement through strong relationships. Focused on retention and growth within a fully remote team.
Customer Success Manager
Customer Success Manager enhancing customer adoption and retention across PMS solutions at Henry Schein. Leading strategic reviews and monitoring customer health for value realization.
Client Success Manager
Client Success Manager acting as the main contact for clients of a digital marketing agency. Ensuring clear communication, performance management, and growth opportunities within client relationships.
Junior Customer Success Associate
Entry-level Customer Success Associate at Meera AI assisting with customer onboarding and engagement. Collaborating closely with Senior CSMs to manage accounts and enhance customer experience.
Customer Success Manager
Customer Success Manager for a fast-growing digital marketing agency managing client relationships and driving campaign performance.
Lead Customer Success Manager – CCaaS
Lead Customer Success Manager enhancing customer experiences at Sprinklr. Engaging across stakeholders to ensure product adoption and organizational impact.
Associate Customer Success Manager, FNSS
Associate Customer Success Manager at Flashpoint supporting customer intelligence needs and building customer relationships. Delivering strategic assistance and operational support for complex mission requirements.
Customer Success
Customer Success Manager at Cherry developing partner practice relationships and leveraging data for growth. Focusing on customer experience and technology in a remote work environment.
Inbox & CRM Coordinator – Lending Operations
Inbox & CRM Coordinator monitoring lender communications and managing CRM in fast-moving merchant cash advance operations. Ideal for organized individuals with MCA experience in a remote setup.
Customer Success Manager
Customer Success Manager responsible for enhancing customer experience and retention for SMB clients at Dodge. Engaging clients through onboarding, training, and support.
Client Success Manager
Client Success Manager at AOA building client relationships and ensuring satisfaction in digital design projects. Focusing on high-touch communication and leveraging AI systems for efficiency.
CRM Specialist
CRM Specialist at Air Apps managing CRM systems and email marketing campaigns. Enhancing customer engagement through automation and data-driven strategies.