Customer Success Manager

We are seeking a dynamic Customer Success & Growth Manager to lead our Customer Success (CS) team and play a pivotal role in driving company growth. This position is essential to ensuring exceptional customer experiences, converting leads into loyal customers, and contributing to revenue growth. If you're a proactive leader with a knack for strategy, customer service excellence, and sales conversion, we want to hear from you!

Key Responsibilities:

Customer Success Leadership

• Strategize and Lead the CS Team: Develop and execute strategies that improve customer satisfaction and operational efficiency. Define key performance indicators (KPIs), set ambitious targets, and ensure consistent achievement.
• Team Development: Lead, mentor, and inspire the customer success team, fostering a high-performing, customer-focused culture. Provide training and development opportunities to ensure team growth.
• Process Optimization: Continuously evaluate and improve CS processes to enhance response times, resolution rates, and overall service quality. Identify and implement automation opportunities and best practices.

Sales and Growth Enablement

• Customer Onboarding and Demos: Deliver engaging demos and onboarding sessions to potential customers, showcasing the value of our virtual mailbox services.
• Lead Management: Actively manage and follow up on leads through HubSpot, ensuring high conversion rates.
• Conversion Tracking: Monitor and report on conversion rates, identifying trends and areas for improvement. Collaborate with sales and marketing to refine strategies and optimize performance.

Customer Experience Excellence

• Feedback Analysis: Gather, analyze, and act on customer feedback to refine support strategies and drive continuous improvement. Share insights with IT, marketing, and product teams to inform enhancements.
• Cross-Department Collaboration: Partner with other teams to ensure a seamless and cohesive customer journey. Leverage customer insights to influence marketing campaigns, product updates, and operational decisions.
• Technology Adoption: Evaluate and integrate cutting-edge tools and systems, such as AI-driven support technologies, to elevate the customer success function.

Qualifications and Skills

• Analytical Expertise: Strong ability to interpret customer data and KPIs using tools like GA4, Hotjar, Hubspot and Zendesk.
• Leadership Excellence: Proven experience in leading, managing, and motivating teams to achieve ambitious goals.
• Sales Savvy: Ability to present compelling demos and engage prospects to close deals. Experience with HubSpot or similar CRMs is a plus.
• Customer-Centric Approach: Deep empathy for customers and a focus on delivering value at every touchpoint.
• Communication Proficiency: Excellent verbal and written communication skills to engage customers and collaborate across teams effectively.
• Problem-Solving Skills: Innovative problem solver with the ability to identify root causes and implement effective solutions promptly.
• Technical Acumen: Proficiency in customer support technologies, automation tools, and CRM systems.
• Project Management: Strong organizational and project management skills to oversee multiple initiatives and ensure timely execution.

Why Join Us?

At US Global Mail, you’ll be part of a forward-thinking company that values innovation, customer excellence, and growth. This is your opportunity to make a meaningful impact, lead a critical function, and drive success in a high-growth environment.

We look forward to welcoming a passionate, driven, and customer-focused leader to our team!

Job Type: Full-time

Pay: $76,376.00 - $85,212.00 per year

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Compensation Package:

• Bonus opportunities
• Performance bonus
• Yearly bonus

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 7 years (Preferred)

Ability to Relocate:

• Houston, TX 77043: Relocate before starting work (Required)

Work Location: Hybrid remote in Houston, TX 77043

Salary : $76,376 - $85,212