Customer Success Manager

Centurion CARES Inc. is seeking a Customer Success Center Manager to join our ThriveOps department. The person in this role will drive customer satisfaction by leading support specialists, trainers, and implementation professionals to ensure seamless onboarding, efficient issue resolution, and ongoing success. As part of the ThriveOps leadership team, the Customer Success Center Manager collaborates with the Director of Engineering and Product Development and the Project Manager to oversee workload balancing, resource allocation, and project assignments. Together, they help form cross-functional work pods, ensuring support staff, QA specialists, installers, and engineers are effectively assigned to the right initiatives. A key advocate for our customers, the Customer Success Manager owns the post-sale experience, ensuring that our products are effectively implemented, fully adopted, and consistently supported. This position may follow a flexible hybrid schedule, with up to three days in-office per week.

Job Duties:

• Lead and manage the Customer Success Center team, ensuring timely and effective responses to customer inquiries, troubleshooting, and escalations.
• Act as the primary advocate for customers, ensuring that feedback is incorporated into product roadmaps and process improvements.
• Lead hiring, training, scheduling, and performance evaluations to optimize team effectiveness and productivity.
• Enforce company policies, handling disciplinary actions and terminations as needed.
• Oversee customer onboarding, training, and installations while developing documentation and resources to enhance customer self-sufficiency.
• Track Service-Level Objectives (SLOs) for customer support, monitor customer interactions, and lead blameless postmortems to drive continuous improvement.
• Collaborate cross-functionally with other teams to ensure product stability, seamless integrations, and efficient installations.
• Performs other related duties as assigned.

Required Qualifications & Skills:

• 5 years of experience in customer support, customer success, or technical account management in a software or SaaS environment.
• Strong technical background with an ability to understand software integrations, troubleshooting, and DevOps principles.
• Familiarity with Agile and DevOps is a plus.
• Ability to learn new software, products, and/or services.
• Excellent organizational, communication, and problem-solving skills.
• Strong leadership and conflict resolution skills.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

About our Company:

CenturionCARES, Inc. is a family-owned business specializing in Automated Call Distribution, Interactive Voice Response, Cloud PBX, and Predictive Dialer technologies. With over 40 years of experience, CenturionCARES enhances customer interactions for financial institutions, utilities, enterprises, and government agencies. The CARES Customer Experience Platform provides communication infrastructure for process efficiency, agent accountability, and service quality assurance. Our values spell out exactly who we are—CARES: Commitment, Accountability, Respect, Excellence, and Service. Caring is at the heart of our culture!

About our ThriveOps Department:

You'll be joining our ThriveOps Department, which is dedicated to delivering exceptional products and services that empower our customers to thrive. As a DevOps-driven organization, we integrate development, security, operations, and customer advocacy to ensure seamless software delivery, reliable support, and successful implementations.

Our mission is to:

• Deliver well-engineered solutions that enhance our customers' operations.
• Ensure seamless integration with third-party vendors while advocating for our customers.
• Proactively support our customers with responsive, knowledgeable assistance.
• Continuously improve our products and services through automation, collaboration, and innovation.

ThriveOps is not just DevOps—it’s DevSecOps with a purpose: ensuring our customers’ success is at the core of our engineering, support, and operational excellence.

Why You’ll Love Working Here:

CenturionCARES truly values our employees and is committed to creating a supportive and rewarding work environment. We are proud to offer a range of benefits designed with your well-being in mind. Here is an overview of what you can look forward to:

• Health Insurance
• Dental Insurance & Vision Insurance
• Health Reimbursement Arrangement
• Flexible Spending Account
• Long-Term Disability
• Life Insurance
• Accidental Death and Dismemberment Insurance
• 401K plan
• Paid Time Off (PTO)
• Paid Holidays
• Employee assistance program (EAP)

If you are enthusiastic about helping customers succeed and thrive in a dynamic environment, we encourage you to apply for this exciting opportunity as a Customer Success Manager.