SEARADAR

Customer Success Manager

• Lead, manage, and develop the Customer Success team.
• Coordinate the department's day-to-day operations, projects, and priorities.
• Build and continuously improve customer service standards, workflows, and internal processes.
• Handle escalations, complex customer cases, and claims management.
• Drive customer retention and increase the number of returning customers.
• Monitor and improve customer satisfaction metrics and customer feedback.
• Analyze customer journey performance and identify opportunities for improvement.
• Develop onboarding, training, and knowledge-sharing processes for Customer Success team members.
• Set team goals, KPIs, and performance expectations.
• Conduct performance reviews and support employee development.
• Participate in hiring, onboarding, and offboarding processes within the department.
• Collaborate closely with Sales, Product, Marketing, Operations, and Leadership teams.
• Initiate and lead cross-functional projects aimed at improving customer experience and operational efficiency.
• Analyze team performance, operational metrics, and customer feedback to drive data-informed decisions.
• Ensure consistent delivery of high-quality service across all customer touchpoints.

Head of Customer Success