Manager, Customer Success

Arise

Customer Success Manager maximizing client and partner value at Arise Virtual Solutions. Ensuring effective vendor management and achieving metrics for contact centers.

Posted 5/28/2026full-time🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Managing vendor contract compliance
Participating in new vendor implementation
Ensuring that Arise achieves and exceeds all client metrics
Program analysis and reporting through strong analytical reports to illustrate results and achievement of program metrics
Overseeing goal setting, monitoring of program trends
Participating in client meeting and calibration sessions on a daily/weekly basis
Developing and implementing improvement action plans that can be offered to vendors
Initial point of escalation on the program. Responsible for escalation tracking and resolution
Budget management
Coordinate with the Director, Customer Success to achieve client metrics
Related duties as required
Special projects as assigned by Senior Manager, Customer Success or Director, Customer Success
Responsible for other reports, analysis or other duties as assigned
Works independently to drive client program metrics
Requires little supervision to successfully deliver the core responsibilities

Requirements

What you’ll need

Minimum 5 years related Operations Management work experience in Contact Center/ BPO required.
5+ years of experience in credit/debit card services operations
Hands-on experience with disputes/chargebacks and/or fraud operations
3+ years leading frontline supervisors or team leads in a contact center or BPO environment
Strong knowledge of Reg E, Reg Z, and PCI-DSS compliance requirements
Proven experience managing KPIs including AHT, FCR, Quality, Service Level, CSAT, and productivity metrics
Experience with workforce planning, shrinkage management, and capacity forecasting
Demonstrated success improving performance through data analysis and root cause identification
Knowledge of vendor management
Strong Quality Assurance experience
Bachelor’s degree or equivalent combination of education and/or work experience
24/7 client focus mentality. Flexible with schedule to attend clients’ needs
Ability to facilitate/conduct virtual meetings in a one-on-one and/or group setting
Proficient in Microsoft applications with a strong emphasis on Word, Excel (Pivot tables and V-lookups), Outlook and Microsoft Project.
A self-motivated and proactive team-player, working quickly and accurately under pressure and time constraints, with minimal supervision
Desire to roll-up your sleeves and assist with any project
Extreme attention to detail
Passion for helping people achieve their goals
Data driven decision maker
Must possess excellent interpersonal, oral, and written communication skills. Professionalism and the ability to work well with others are extremely important, as well as the ability to maintain confidentiality of information.

Benefits

Comp & perks

Medical / Dental / Vision / Flex Spending Benefits through Cigna
401k, Retirement (40% match)
Flexible Time Off Plan!
Tuition Reimbursement ($4K / year)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

operations managementdisputeschargebacksfraud operationsKPI managementworkforce planningshrinkage managementcapacity forecastingdata analysisvendor management

Soft Skills

interpersonal skillsoral communicationwritten communicationattention to detailself-motivatedproactiveteam playerflexibilityprofessionalismdata driven decision making