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
Highschool diploma required.
Bachelor's degree preferred.
Minimum of 3 years successfully managing and leading a call center or customer service team
Minimum of 5 years in a customer service, inside sales or related field
EXPERIENCE REQUIREMENTS
Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
Some experience with musical instruments preferred.
Strong leadership and people management skills, with the ability to motivate, develop and inspire a team.
Excellent communication and interpersonal skills, with the ability to build 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, with a focus on achieving and exceeding team targets.
Ability to generate and analyze reports on all customer activity, including sales performance.
Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.
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
Help first
Never settle
Recognize wins
SUPERVISORY RESPONSIBILITIES
Manages & Leads Customer Success Teams
REPORTS TO
Designated Senior Sales Manager
ESSENTIAL JOB FUNCTIONS
[The fundamental job duties the individual must be able to perform, with or without accommodation; removal of these functions would fundamentally change the job]
Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
Monitor, evaluate, and hold team members accountable to established KPIs, productivity expectations, quality standards, attendance requirements, and customer experience goals.
Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
Conduct regular performance evaluations and provide constructive feedback to team members.
Provide ongoing coaching, mentorship, corrective feedback, and professional development to improve employee performance, engagement, and service consistency.
Identify training and development needs and create improvement plans as necessary.
Manage the application and workflow of customer success team members.
Make sure that the customer success environment is conducive to work.
Maintain a high team morale.
Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices.
Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
Develop training materials, manuals, and…