Position Summary

The Senior Manager, Customer Success is responsible for leading the day-to-day execution of customer success strategies that drive customer satisfaction, retention, and long-term growth. This role serves as the critical link between customers and internal business partners, ensuring customer objectives are achieved while supporting company goals and operational excellence.

The Senior Manager is a hands-on leader responsible for managing customer success teams, optimizing processes, driving customer engagement initiatives, and delivering measurable outcomes. The Senior Manager develops strong customer relationships, identifies opportunities for service enhancement, and ensures consistent day-to-day execution of customer success programs across the organization.

Essential Duties and Responsibilities

• Lead and manage the Customer Success team, providing coaching, development, and performance management.
• Serve as the primary operational bridge between customer success, sales, operations, and business development teams.
• Execute customer success strategies that align customer goals with organizational objectives.
• Develop, implement, and continuously improve customer success processes and SOPs.
• Monitor customer health metrics, satisfaction scores, and service performance indicators.
• Analyze customer feedback and operational data to identify improvement opportunities.
• Drive customer onboarding, adoption, engagement, and retention initiatives.
• Partner with cross-functional teams to resolve customer issues effectively.
• Establish customer communication plans, business reviews, and escalation processes.
• Identify opportunities to expand customer relationships and value.
• Recruit, onboard, train, and develop customer success team members.
• Manage team workloads and performance expectations.
• Prepare and present customer success metrics and reports to leadership.
• Foster a customer-centric culture focused on continuous improvement.

Education and Experience Requirements

• Bachelor's degree preferred; or equivalent experience
• Minimum of 5-7 years of customer success, customer service, account management, or related experience.
• At least 3 years of leadership experience managing customer-facing teams.
• Proven track record of improving customer satisfaction, retention, and service performance.
• Experience developing and implementing customer-focused processes and operational improvements.
• Experience working cross-functionally with sales, operations, and leadership teams.

Required Skills and Competencies

• Exceptional verbal and written communication skills.
• Strong relationship-building and customer engagement abilities.
• Excellent interpersonal and customer service skills.
• Strong organizational and project management capabilities.
• Analytical mindset with the ability to interpret data.
• Effective problem-solving and decision-making skills.
• Demonstrated leadership and team development experience.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office Suite and CRM platforms.
• Strong business acumen and understanding of customer lifecycle management.

Key Success Measures

• Customer Satisfaction (CSAT) performance
• Customer retention and renewal rates
• Customer issue resolution and response times
• Team performance and employee engagement
• Achievement of customer success KPIs and service level commitments
• Process improvement and operational efficiency gains
• Growth of customer relationships and account expansion opportunities

Work environment/physical demands summary:

This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

Benefits

For more information about our benefit offerings, please visit our careers page at https://www.echo.com/company/careers.