Position Overview: The Manager, Customer Service and Success will play a critical role in redefining our customer service operations and driving strategic initiatives to enhance customer satisfaction and retention. This role focuses on leveraging technology, including AI and automation, to modernize our customer service processes, while simultaneously developing programs to better understand and address the needs of our largest B2B clients. The successful candidate will use these insights to drive customer loyalty, acquire new B2B clients, and maximize sales growth.

Key Responsibilities:

1. Modernize Customer Service Processes:
   • Identify opportunities to integrate AI and automation into customer service workflows to improve efficiency and reduce reliance on manual intervention.
   • Evaluate and implement customer service tools and platforms to enhance response times and service quality.
   • Continuously monitor performance metrics to ensure customer service standards are met and improved over time.
2. Enhance B2B Customer Understanding:
   • Develop and execute programs to gather actionable insights from key B2B customers.
   • Collaborate with sales and product teams to align customer feedback with business strategies.
   • Build strong relationships with key B2B clients to understand their evolving needs and expectations.
3. Drive B2B Sales and Client Acquisition:
   • Leverage customer insights to identify opportunities for upselling and cross-selling.
   • Create targeted strategies to attract and retain high-value B2B clients.
   • Partner with marketing and sales teams to build compelling value propositions based on customer data.
4. Team Leadership:
   • Build, mentor, and lead a high-performing customer success team.
   • Foster a customer-first culture across all customer-facing teams.
   • Provide training and resources to ensure consistent service excellence.

Qualifications:

• Bachelor's degree in Business, Marketing, or a related field.
• 5+ years of experience in customer service, customer success, or a related role, preferably with B2B experience.
• Proven experience in implementing AI or technology-driven solutions in customer service.
• Strong analytical skills with the ability to translate customer data into actionable strategies.
• Excellent communication, leadership, and relationship-building skills.
• Proficiency in customer service tools and CRM systems.

Preferred Skills:

• Experience with AI tools or automation technologies.
• Background in sales enablement or customer experience strategy.
• Demonstrated ability to drive revenue growth through customer success initiatives.

Why Join Us:

• Opportunity to lead transformative initiatives in customer service and B2B engagement.
• Collaborative and innovative work environment.
• Competitive compensation and benefits package.

If you're a strategic thinker with a passion for leveraging technology to drive customer success and sales growth, we'd love to hear from you. Apply now to join our team!