Job Description
Job Description
We are a fast-growing, tech-driven organization leveraging artificial intelligence to create smarter solutions for our clients. Our mission is to deliver cutting-edge technology with an exceptional customer experience. We’re seeking a passionate and data-driven Customer Success Manager to lead our client engagement and support operations. THIS WILL BE A FULLY IN OFFICE ROLE IN BRICKELL IN MIAMI, FLORIDA.
Position Overview
The Customer Success Manager (CSM) will be responsible for ensuring customers achieve maximum value from our AI-driven products and services. This role requires a strong understanding of client lifecycle management, ticketing systems, and performance metrics. The ideal candidate will be a natural problem solver who enjoys optimizing processes, mentoring a team, and creating a customer-first culture.
Key Responsibilities
- Lead and manage the Customer Success and Support teams to ensure customer satisfaction and retention.
- Implement and oversee ticketing systems (such as Zendesk, Jira, Salesforce, or similar platforms) for issue tracking and resolution.
- Develop and maintain customer success playbooks, training materials, and performance dashboards.
- Monitor team KPIs including response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
- Collaborate cross-functionally with product, engineering, and sales teams to escalate customer feedback and improve product performance.
- Conduct regular business reviews with key clients to ensure their objectives are being met.
- Coach and mentor team members to improve efficiency, technical knowledge, and customer engagement skills.
- Identify opportunities for upselling or expanding client use of products based on usage data and feedback.
Qualified candidates please apply and reach out to STEFANIE FURNISS at 786-897-7903
Qualifications
- Bachelor’s degree in Business, Communications, Technology, or related field.
- 5+ years of experience in Customer Success, Account Management, or Customer Support within a SaaS or technology-focused company.
- Proven experience managing and optimizing ticketing systems such as Zendesk, Jira, Salesforce Service Cloud, or similar tools.
- Strong analytical skills with the ability to interpret and act on performance metrics.
- Demonstrated experience in training and developing teams using measurable performance standards.
- Excellent communication, leadership, and problem-solving abilities.
- Tech-savvy with a passion for emerging technologies and AI solutions.
- Bilingual (English/Spanish) preferred.
What We Offer
- Competitive salary and performance-based incentives
- Comprehensive health, dental, and vision benefits
- Professional development opportunities in AI and customer experience innovation
- Collaborative, high-growth environment
Qualified candidates please apply and reach out to STEFANIE FURNISS at 786-897-7903