Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee a team of Customer Service Representatives and Customer Success Managers.

• Ensure that every interaction throughout the customer journey is engaging, efficient, and effective.

• Support the strategic vision of the organization and its growth initiatives.

• Report directly to the Director of Customer Service and aid in the implementation of policies and procedures.

• Drive positive organizational changes to improve the Customer Experience.

• Promote Service Excellence through accountability and action-oriented leadership.

• Foster, develop, and maintain constructive working relationships with internal stakeholders, their teams, and customers.

• Accountable for driving measurable enhancements to service metrics and financial results.

• Responsible for making data-driven decisions and obtaining real-time account insights.

• Establish and enforce processes that reduce customer touchpoints.

⛳️ Requirements

• 10+ years of experience in Customer Service.

• 4+ years in a leadership role, managing teams of 20 or more.

• Bachelor’s degree preferred or equivalent combination of education and experience.

• Experience with transformational programs or Change Management initiatives.

• Graduate degree in business, management, social science (or a related field) preferred.

• Demonstrated success in building customer-centric teams and knowledge in Customer Support/Success technology preferred.

• Experience in Order to Cash processes (PO to invoice), ERP expertise, and understanding of integrated technologies.

• CRM experience is required, preferably with Salesforce.

• Bachelor's Degree in Business or a related field.

• Knowledge of Customer Service best practices and industry benchmarks is essential.

🏝️ Benefits

• Paid parental leave.

• Education assistance program.

• Employee assistance program.

• Various healthcare plan options.

• 401(k).