Manager of Customer Success

Job Title: Manager of Customer Success Location: Boise, ID Time Type: Full Time, Hybrid Wage Range: $75k – $85k/annually + bonus opportunities At Better Business Bureau Great West & Pacific, we believe businesses thrive when trust leads the way. Our Customer Success team ensures Accredited Businesses realize the full value of their accreditation through proactive support, consultative guidance, and innovation. What You’ll Do Lead, coach, and develop the Customer Success team to achieve engagement, satisfaction, and retention goals. Set clear performance expectations, success metrics, and development plans for team members. Design and implement strategies across the customer lifecycle—onboarding, engagement, renewal, and expansion. Deploy initiatives that improve retention, customer health, and overall satisfaction. Use predictive analytics and AI‑driven insights to move from reactive support to proactive value creation. Oversee CRM adoption, data integrity, and process improvement initiatives that enhance efficiency. Partner cross‑functionally with Sales, Marketing, Billing, and Business Intelligence to ensure a seamless customer experience. Represent the Customer Success function in strategic planning and transformation initiatives. Who You Are Experienced leader with 3–5 years managing a Customer Success or Account Management team. Proven success leading change and driving measurable improvements in satisfaction and retention. Skilled in data analysis, technology adoption, and process optimization. Strategic thinker who balances relationship‑building with operational discipline. Strong communicator, motivator, and team builder aligned with BBB’s mission of trust. Why You’ll Love Working at BBB Mission‑driven culture centered on integrity, innovation, and impact. We embrace diversity and foster an inclusive environment where all team members can thrive. Benefits Medical, Dental, and Vision (Dental and Vision base plans 100% paid by BBB) 100% employer‑paid life and long‑term disability insurance Paid Time Off (PTO) beginning on your hire date Paid holidays + your birthday off Safe Harbor 401(k) with up to 6% company match Hybrid flexibility and local travel opportunities Equal Employment Opportunity We are proud to be an Equal Employment Opportunity. We will not discriminate based on race, color, gender, gender identity, religion, sexual orientation, national origin, age, marital status, disability status, citizenship status, veteran status, or any other characteristic prohibited by Local, State, or Federal law. Discrimination, retaliation, or harassment based upon any of these factors is inconsistent with our core values and will not be tolerated. #J-18808-Ljbffr Better Business Bureau, Great West and Pacific