Customer Success Manager
Carr Talent
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $100,000 - $140,000 per year
Tech Stack
About the role
- Lead, mentor, and motivate the Customer Success team (including refunds team) to achieve retention and growth goals
- Own and manage a small, high-value book of business, demonstrating best-in-class client relationship management
- Develop and implement retention and growth strategies to increase customer lifetime value and satisfaction
- Establish and oversee structured follow-up processes to drive engagement, conversion, and retention
- Monitor team performance metrics and KPIs, providing coaching, recognition, and performance improvement plans as needed
- Partner with executive leadership to define retention targets and optimize Customer Success strategy
- Coordinate ongoing training, onboarding, and professional development initiatives for CS team members
- Collaborate cross-functionally with Sales and Marketing to improve lead quality and ensure seamless client experiences
- Oversee refund dispute processes and ensure timely, effective resolution of customer concerns
- Monitor online communities and social media channels to proactively address negative feedback and protect brand reputation.
Requirements
- 5+ years of experience in Customer Success leadership, preferably within pay-per-lead, SaaS, or marketing services environments
- Proven track record of improving retention rates and scaling Customer Success teams
- Strong leadership and coaching abilities with experience managing performance metrics and KPIs
- Experience building operational infrastructure for Customer Success teams, including processes and reporting systems
- Proficiency with CRM and customer support platforms such as Freshdesk and Go High Level
- Data-driven mindset with the ability to analyze metrics and implement strategic improvements
- Strong business acumen and understanding of revenue retention strategies
- Excellent interpersonal, communication, and negotiation skills
- Ability to manage client relationships across multiple communication channels including phone, email, SMS, and social platforms
- Highly motivated self-starter with a strong focus on client satisfaction, retention, and long-term growth.
Benefits
- 100% employer-paid individual health coverage (Medical, Dental, Vision)
- 401(k) plan with company match
- Opportunity to build and scale a high-impact Customer Success function
- Collaborative, performance-driven culture with strong leadership visibility
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer success leadershipretention strategiesperformance metricsKPI managementoperational infrastructuredata analysisstrategic improvementsclient relationship managementprocess developmentreporting systems
Soft Skills
leadershipcoachinginterpersonal skillscommunication skillsnegotiation skillsmotivationclient satisfaction focusself-starterteam mentoringcross-functional collaboration