Customer Success Manager

Customer Success ManagerLocation: Fully remoteJob Type: Full-TimeTime Zone: Must be comfortable working within EST (Eastern Standard Time)Position OverviewA US based company is seeking a proactive and customer-focused Customer Success Manager to lead and scale our customer support operations while building a world-class knowledge base for self-service. This role is critical to ensuring our customers have a seamless, efficient, and positive experience. Reporting directly to the CEO, this role will shape the foundation of scalable support processes, manage Tier 1 support, and empower customers with resources that reduce friction and improve satisfaction.Key ResponsibilitiesCustomer Support ManagementLead and manage Tier 1 support operations, ensuring timely and effective resolution of customer inquiries and issues.Build and optimize ticketing workflows to streamline response and escalation processes for complex or technical issues.Act as a bridge between customers and technical teams, ensuring customer concerns are accurately communicated and addressed.Knowledge Base and Self-Service ResourcesDevelop and maintain a comprehensive, user-friendly knowledge base, including FAQs, how-to guides, video tutorials, and troubleshooting documentation.Continuously improve self-service resources based on ticket trends, customer feedback, and new product features.Monitor knowledge base performance metrics to identify gaps and prioritize resource creation.Customer EducationDesign and deliver scalable training content to onboard new customers effectively, focusing on self-sufficiency and optimal product use.Organize webinars or recorded sessions to educate customers on best practices and new feature rollouts.Operational ExcellenceAnalyze support data to identify trends, inefficiencies, and opportunities for improvement.Develop and track customer support KPIs, including response time, resolution time, and customer satisfaction (CSAT).Partner with the product team to provide customer insights that shape the roadmap and resolve recurring pain points.Customer Advocacy and EngagementIdentify opportunities to turn satisfied customers into brand advocates by promoting successful resolutions or exceptional customer experiences.Gather customer feedback and collaborate with cross-functional teams to improve products and services.Key Success MetricsAverage response and resolution time for Tier 1 support tickets.Knowledge base utilization metrics (e.g., page views, time on page, resolution rates).Customer satisfaction scores (CSAT) for support interactions.Reduction in repetitive inquiries due to self-service effectiveness.Training session engagement and post-training feedback.QualificationsExperience: 3-5 years of experience in a customer support or customer success role, preferably in a B2B SaaS environment.Communication: Exceptional written and verbal communication skills, with an ability to translate technical concepts into user-friendly language.Tools: Proficiency in customer support platforms (e.g., Hubspot, Help Scout, Intercom) and knowledge management systems (Hubspot, Notion).Problem-Solving: Strong analytical skills to identify trends, resolve issues, and implement process improvements.Customer Focus: Empathy and a strong customer-first mindset to build trust and deliver excellent experiences.Teamwork: Proven ability to work cross-functionally with technical teams, product teams, and other stakeholders.Education: Bachelor’s degree in business, communications, or a related field is preferred but not required.