Senior Manager - Customer Success - Online/Internet

What you will do:

- Manage a team of Associates focused on Community Engagement & Customer Success

- Manage team KPIs and oversee multiple channels of communication with our customers

- Build workflow processes and engagement guidelines for the team

- Collaborate with Operations and Product teams to continuously improve our Customer experience

- Improve training and quality control to ensure a consistent high-quality experience across all channels and customer touchpoints

Who you are:

- Customer centric: Obsessed with customer experience and genuinely empathise with our users

- Communication: Excellent written and oral communication skills

- Process-oriented: You love the idea of interworking systems and structured processes.

Familiar with various SaaS tools.

- Time management: You have excellent time management and prioritization skills and can handle multiple tasks with ease.

- Problem-solver: You are able to solve problems quickly and effectively.

- 5+ years experience with 3+ years of experience managing a team in a customer success or community management role.