Customer Success Manager

SUMMARY The Customer Success Manager is responsible for leading and developing a high‑performing Customer Success team focused on delivering exceptional customer experiences, customer retention, and operational excellence. This role oversees the daily operations of the Customer Success and Service department, establishes and monitors KPI performance standards, provides ongoing coaching and training, and ensures accountability to company policies and service and sales expectations. The Customer Success Manager plays a critical role in shaping the overall customer journey by fostering a compassionate, customer‑focused culture while balancing customer advocacy with sound business judgment and operational efficiency. EDUCATIONAL REQUIREMENTS High school diploma required. Bachelor's degree preferred. EXPERIENCE REQUIREMENTS At least 2–3 years of managerial or leadership experience in a customer‑facing role such as Customer Success, Account Management, or sales. Minimum of 3 years successfully managing a call center or customer service team. Minimum of 5 years in a customer service, inside sales, or related field. Strong leadership and people‑management skills with the ability to motivate and inspire a team. Excellent communication and interpersonal skills, building strong relationships with customers and internal stakeholders. Deep understanding of Customer Success and call‑center best practices, methodologies, and KPIs. Familiarity with CRM systems, Customer Success tools, and inventory management software. Results‑oriented mindset focused on achieving and exceeding team targets. Ability to generate and analyze reports on all customer activity, including sales performance. Strong organizational and time‑management skills for a fast‑paced, dynamic environment. WORK STYLE AND UNIVERSAL BEHAVIOR EXPECTATIONS Lives our passion, fulfills our purpose, and espouses our values. Inspiring joy through string music. Advocate for string players with amazing products, value, and service. Can‑do attitude. Help first. Never settle. Recognize wins. SUPERVISORY RESPONSIBILITIES Manages & leads Customer Success Teams. REPORTS TO Designated Senior Sales Manager. ESSENTIAL JOB FUNCTIONS Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to achieve customer satisfaction and retention goals. Monitor, evaluate, and hold team members accountable to established KPIs, productivity expectations, quality standards, attendance, and customer experience goals. Set clear performance expectations, conduct regular performance evaluations, and provide constructive feedback and development plans. Identify training and development needs; develop and deliver training programs, onboarding, and continuous learning resources. Foster a customer‑centric culture, promoting empathy, professionalism, effective conflict resolution, and a proactive support mindset. Act as an escalation point for customer issues, guide resolution, and ensure timely customer satisfaction. Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success. Enforce company policies, procedures, service expectations, and operational standards consistently and with sound judgment. Develop and implement strategies and processes to drive customer success, collaborating with cross‑functional teams to align efforts. Analyze customer data and metrics to identify trends, opportunities, and areas for improvement; provide actionable insights. Track, analyze, and communicate key quantitative metrics and business trends to managers and internal teams. Maintain accurate and detailed customer interaction records in the CRM system; keep up‑to‑date customer data, opportunities, and call notes. Develop and maintain a high‑level understanding of the company's products and services; stay current on features, benefits, and applications. Process credit‑card payments, resolve failed transactions, and monitor for fraudulent activity. Provide information on Loyalty Points program and set up customer accounts. Assist with collections for rentals and loyalty programs; cross‑sell relevant products and services. Follow pricing and margin controls to ensure profitability. Understand the shipping process to provide accurate shipping times and expectations to clients. Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience and advocate for customer needs. Stay up to date with industry trends, customer success methodologies, and emerging technologies; share best practices with the team. Maintain regular onsite attendance as required. #J-18808-Ljbffr