Customer Success Manager

• Unify and consolidate CSAT data from multiple, non-integrated sources into a unified reporting view
• Reduce manual review processes by setting up automated or semi-automated workflows
• Set up and support Amplitude and Looker dashboards and perform analysis to identify trends and drivers of satisfaction across channels
• Dive into survey comments and public reviews to extract actionable Voice of the Customer insights
• Partner with BPO teams for weekly CSAT updates and improvement tracking
• Build detailed insight decks for Product, Ops, and Support and create monthly reporting decks for leadership
• Assist in designing and refining Voice AI playbooks and track performance for Voice AI and AI chatbot flows
• Update and improve FAQs based on search usage patterns and customer feedback and support tagging and categorization strategies
• Analyze customer lists to identify high-satisfaction segments for targeted reputation outreach and develop and track success metrics for campaigns
• Lead at least one core project end-to-end (e.g., Reputation Management Outreach Program, FAQ Re-bump, Voice AI Playbook setup)
• Own and deliver projects end-to-end—gather data, build reports, recommend changes, and help implement them

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