Job Description

Customer Success Manager

Berkeley, CA | Full-Time | On-Site

Compensation: $100,000 – $130,000 per year

Key Responsibilities:

• Lead and mentor a team to achieve performance, quality, and service goals.
• Set clear expectations, provide regular feedback, and ensure accountability through coaching and evaluations.
• Motivate, train, and develop team members to perform at their highest potential.
• Oversee daily operations, including scheduling, workload distribution, and adherence to processes.
• Foster open and consistent communication with clients, strengthening long-term partnerships.
• Engage directly with clients via email, phone, and virtual platforms, managing escalations and complex service issues.
• Monitor and assess team communications to ensure a high level of customer experience.
• Collaborate with leadership to implement process improvements and drive team performance.
• Communicate effectively across departments to support client needs and continuous improvement.

Qualifications:

• Minimum 5 years of experience in a customer service or experience management role.
• Proven ability to lead, coach, and hold a team accountable to defined performance standards.
• Strong leadership presence with a focus on team development and consistent follow-through
• Excellent problem-solving, decision-making, and interpersonal skills.
• Experience with ERP systems preferred.
• Exceptional written and verbal communication skills.

Search managed by: Carly Dilworth

Equal Opportunity Employer/Veterans/Disabled

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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:

• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance

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