Customer Success Manager, Jr.

About The Company
Our company is a dynamic and innovative organization committed to delivering exceptional customer experiences and fostering a collaborative work environment. We operate at the forefront of our industry, leveraging cutting-edge technology and a customer-centric approach to drive growth and success. With a focus on continuous improvement and employee development, we aim to create a workplace that values diversity, inclusion, and professional excellence. Our team is passionate about creating meaningful interactions with our customers and supporting our employees in achieving their full potential. We pride ourselves on maintaining a positive and engaging culture that encourages innovation, teamwork, and personal growth.

About The Role
We are seeking a dedicated Customer Success Manager to serve as the operational backbone of our Customer Experience (CX) team. This pivotal role places you at the frontline of customer interactions, especially as we expand into an exciting new product direction for the upcoming winter season. The successful candidate will lead the Customer Support team, ensuring seamless operations and continuous improvement in service delivery. This role is highly cross-functional, requiring a blend of systems management, people operations, HR systems ownership, and office and events coordination. Your work will directly influence both the customer experience and the day-to-day environment of our team members. You will be instrumental in building and refining systems that enhance efficiency, support team growth, and elevate customer satisfaction.

Qualifications

• Proven experience in customer experience, support operations, or a similar cross-functional role
• Experience managing interns or junior team members
• Strong process improvement and automation skills
• Hands-on experience with HR platforms (Rippling experience preferred)
• Familiarity with CRM and support tooling
• Data-driven mindset with the ability to analyze metrics and make informed decisions
• Exceptional organizational and project management skills
• Excellent communication and stakeholder management abilities
• Experience in event planning and office coordination
• Experience supporting scaling operations during team or regional growth
• People-first mindset with a focus on team culture and customer outcomes

Responsibilities

• Governance of CRM usage within the CX team, including data quality standards, hygiene protocols, and performance tracking
• Collaborate with CX managers to identify knowledge gaps and develop or update knowledge base articles
• Monitor self-serve metrics to reduce repeat contacts and escalations, enhancing customer self-service capabilities
• Establish and maintain quality-of-service standards across communication channels such as email, chat, and phone, including response time SLAs and CSAT benchmarks
• Conduct regular audits of knowledge base content and CRM workflows, retiring outdated material and improving search relevance
• Identify opportunities for tooling enhancements and promote adoption of new features to improve agent efficiency and customer satisfaction
• Manage the intern program from onboarding to offboarding, supporting their development and performance
• Oversee HR platform operations, including automating holiday requests, approvals, scheduling, and performance reviews
• Coordinate team rotas to ensure optimal coverage during peak and off-peak periods
• Manage holiday scheduling to balance employee wellbeing with operational needs
• Handle day-to-day US office operations for the new office in Park City, including logistics and facilities management
• Plan, execute, and evaluate internal team events, primarily offsites, ensuring they are within budget and meet objectives
• Gather and analyze post-event feedback to continuously enhance employee experience

Benefits

• Competitive salary and performance-based bonuses
• Opportunity for accommodation in our Park City facility
• Access to a ski pass for local mountain resorts

Equal Opportunity
We are an equal opportunity employer committed to fostering an inclusive environment for all employees. We celebrate diversity and are dedicated to creating a workplace where everyone feels valued, respected, and empowered to contribute to our collective success. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status under applicable law.