Customer Success Manager

Role Overview

Customer Success Manager

establish, scale, and lead our customer service department

Key Responsibilities

2. Customer Success Strategy

3. Operations & Process Optimization

4. Leadership & Coaching

• Department Setup & Leadership
• Build and structure the customer service department from the ground up.
• Define KPIs, SOPs, and success metrics for customer service performance.
• Select and implement customer communication tools (CRM, ticketing systems, chatbots, etc.).
• Hire, train, and manage a growing team of Customer Service Representatives and Team Leads.
• Create a knowledge base, FAQs, escalation protocols, and customer journey maps.
• Develop and implement a comprehensive customer success framework to increase retention and reduce churn.
• Identify upsell, cross-sell, and referral opportunities by maintaining strong customer relationships.
• Partner with Sales, Operations, and Product teams to ensure a seamless handoff and consistent customer experience.
• Act as the voice of the customer, providing feedback to internal teams for product and process improvements.
• Establish scalable support workflows, from onboarding through post-sales support.
• Standardize issue-tracking, escalation, and resolution timelines.
• Implement customer feedback loops (NPS, CSAT, CES surveys).
• Create and manage reporting dashboards to track service performance, resolution rates, and customer satisfaction.
• Serve as both a hands-on problem solver and a strategic leader.
• Coach and mentor the team to deliver professional, empathetic, and effective support.
• Conduct regular training to maintain service quality and product knowledge
  

Requirements

Qualifications

• 5+ years in customer success, customer service, or account management.
• 2+ years in leadership/management, ideally building or scaling a service department.
• Strong experience with CRM systems (GoHighLevel, HubSpot, Salesforce, or similar).
• Excellent communication, conflict-resolution, and leadership skills.
• Strong understanding of customer journey mapping and retention strategies.
• Startup/fast-paced environment experience is a plus.
• Solar/Energy sector experience is a plus, but not required.
  

Benefits

Key Competencies

• Builder Mindset: Can design and execute processes from scratch.
• Leadership: Motivates and manages a team with accountability.
• Customer-Centric: Deep empathy for customer needs and ability to turn challenges into opportunities.
• Data-Driven: Uses metrics and reporting to drive improvements.
• Problem-Solver: Can resolve escalations while also preventing future issues.