CODERS

Customer Success Manager

• Oversee the CS team’s support activities, ensuring quality and adherence to metrics such as SLA, NPS, and CSAT
• Manage the achievement of area goals, monitoring KPIs and action plans
• Lead, develop, and support CS analysts in day-to-day activities
• Conduct 1:1s, structured feedback sessions, and Individual Development Plans (IDPs)
• Support the team in critical cases, conflicts, or sensitive customers
• Produce guidance materials, playbooks, and operational guides for the team
• Map, analyze, and optimize the entire customer journey, identifying opportunities for improvement
• Document processes, workflows, and evidence whenever necessary
• Create clear, concise reports for leadership and executives, supporting data-driven decision making

Senior Customer Success Lead