Manager, Customer Success

Essential Duties and Responsibilities

• Hire, train, and develop a high-performing team of Customer Success Coordinators.
• Conduct regular 1:1 meetings and team check-ins to foster collaboration and address challenges.
• Oversee the assignment and prioritization of tasks to ensure CSMs receive timely support.
• Develop and maintain efficient workflows for the team, identifying opportunities for improvement.
• Monitor team workload to ensure equitable distribution of responsibilities
• Partner with Customer Success leaders to understand team needs and align support initiatives.
• Provide insights and recommendations to improve overall efficiency and effectiveness.
• Act as liaison between the Coordination Team and other departments to facilitate cross-functional collaboration.
• Ensure the team maintains accurate customer data in CRM and other tools
• Develop and track KPIs to measure team effectiveness.
• Provide regular reports on team performance and impact to CS leadership.
• Work with the CSM team to improve and update customer-facing materials, ensuring consistency and quality.

Experience and Skills Requirements

• Requires Graduation - Mandatory
• 3-5+ years in customer support, project coordination, or administrative role
• Experience in Customer Success and/or SaaS environments is preferred.
• Strong leadership and coaching abilities.
• Excellent verbal and written communication.
• Proficiency in CRM tools (Salesforce) preferred
• Ability to multitask and prioritize effectively in a fast-paced environment.
• Customer-focused mindset with a collaborative approach
• Professional, polished demeanor with customers
• Analytical mindset with the ability to interpret data and make data-driven decisions.