Customer Success & Support Manager

Customer Success & Support Manager

Short Description

We are looking for an experienced Customer Success & Support Manager to lead and optimize our multi-channel (Phone, Email, Chat) support operations, ensuring exceptional service delivery for our B2B clients. This role focuses on maximizing customer satisfaction, driving product adoption, and managing a high-performing technical support team.

Primary Role and Responsibilities

1. Team Leadership & Management

Lead, mentor, and manage a team of Customer Support Specialists across all communication channels (phone, email, and live chat).

Develop and implement training programs to ensure the team possesses excellent product knowledge and strong technical troubleshooting skills.

Establish clear performance metrics (CSAT, Resolution Time, First Contact Resolution) and conduct regular performance reviews.

2. Operational Excellence

Oversee the day-to-day operations of the B2B support desk, ensuring adherence to established service level agreements (SLAs).

Analyze support data and customer feedback to identify trends, pain points, and opportunities for process improvements.

Manage and optimize the Customer Relationship Management (CRM) and Help Desk software systems.

3. Customer Success & Retention

Act as the primary escalation point for complex technical issues or critical customer complaints.

Collaborate with the Sales and Product teams to communicate client feedback and advocate for product enhancements that improve the overall customer experience and drive retention.

Develop strategies for proactive customer outreach to increase product adoption and ensure customer success.

Required Qualifications & Skills

Experience: 2+ years in a customer-facing role, with [Insert Specific Years] years in a managerial position overseeing a technical or B2B support team.

Technical Acumen: Proven ability to understand and troubleshoot complex software or IT solutions.

Channels: Extensive experience managing support across Email, Phone, and Chat platforms.

Core Competencies: Strong leadership, analytical, and communication skills; proficiency in data-driven decision making.