Customer Success Manager

Customer Success Manager – Good Sam Enterprises Good Sam Enterprises is seeking a Customer Success Manager to lead a team that guides customers through the process of sales, implementation, and ongoing support for our Campground Solutions reservation platforms. The role focuses on customer growth, adoption, and retention while working closely with product, sales, and account management teams. Responsibilities Lead and manage day‑to‑day operations of the customer support and implementation team. Create customer‑facing training strategies to onboard and educate customers on best practices for the platform. Develop engagement strategies to build professional relationships through product, training, and customer service. Monitor platform usage, identify improvement opportunities, and report findings to executive leadership. Encourage and manage customer upgrades and renewals. Resolve escalated product, billing, or support issues swiftly. Advocate for customer needs, articulating product enhancements to directors and the product team. Report bugs and feature requests, collaborate on solutions, and conduct UAT with the product team. Review support cases weekly to ensure timely, high‑quality responses. Provide weekly reports to leadership covering platform usage, team performance, challenges, and opportunities. Identify efficiencies within the department to improve productivity and profitability. Develop training plans with SOPs and keep the team trained on new functionality. Remove roadblocks that prevent the team from meeting customer needs. Deliver monthly or quarterly accountability and feedback to team members. Lead weekly meetings to prioritize work and communicate deadlines and goals. Partner with leadership to create career paths, conduct bi‑annual reviews, and manage talent development. Participate in rotating on‑call shifts, nights, holidays, and weekends as required. Education & Experience Bachelor’s degree in business or a related field, or 3–4 years of customer‑facing success experience. Knowledge & Skills Proven experience with Microsoft Office. Strong written and oral communication skills, with the ability to deliver presentations. Ability to lead cross‑functional collaboration. Strong facilitation and conflict resolution skills. Ability to create clear action items and account for progress. Strong project‑management skills and the ability to manage multiple assignments concurrently. Basic understanding of marketing and sales processes. Desire to work in a fast‑paced, high‑energy, dynamic environment. Willingness to work additional hours when required. Successful history of building and maintaining strong relationships with internal and external stakeholders. Compensation and Benefits Pay Range: $83,400.00–$127,900.00 annually. The role includes competitive pay, paid time off, 401(k), Employee Assistance Program, Good Sam Roadside Assistance, discounts, paid parental leave (if eligible), tuition reimbursement (if eligible), and on‑the‑job training opportunities. Full‑time associates receive a comprehensive medical, dental, vision, and more benefits package. Part‑time associates may access dental and vision coverage. Equal Employment Opportunity The Company’s policy is not to discriminate against any applicant or employee based on race, color, sex, sexual orientation, gender identity, religion, national origin, age (40 and over), disability, veteran or uniformed service‑member status, genetic information, or any other basis protected by applicable federal, state, or local laws. #J-18808-Ljbffr