Customer Success Leader: Scale, Automate & Delight

Kobie Marketing; Saint Petersburg (FL); Remote; USD 70,000 - 100,000; Full time

Benefits offered by this job

Flexible Time Off

Nine Company-Wide Holidays

Diverse benefits prioritizing growth,

Job summary

Kobie Marketing is seeking a Customer Success Manager to own Quality Assurance, Training, and Customer Success within our Contact Center. You will lead a team of QA analysts, trainers, and success specialists to ensure exceptional customer experiences.

You will develop onboarding and ongoing education programs, implement AI-powered support tools, and drive scalable processes while partnering with Account Leaders to align content with client requirements.

Qualifications

• Bachelor's Degree or equivalent business experience preferred.
• Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred.
• Strong communication and coaching skills for leading teams and driving results.

Responsibilities

• Lead and mentor Quality Assurance, Training, and Customer Success teams.
• Oversee performance evaluations, coaching, and development plans.
• Ensure training programs, onboarding, and certifications are current and effective.
• Manage escalation processes and ensure operational readiness and customer experience excellence.
• Drive automation, AI-powered tools, and scalable processes across the center.

Skills

Leadership

Coaching

Quality assurance

Training development

Customer success

Process automation

AI solutions

LMS

Knowledge management

Data analysis

Communication

Education

Bachelor's Degree

Tools

Learning Management Systems

Knowledge Management Tools

Quality Monitoring Platforms

Reporting Tools

AI Solutions

Automation Tools

Job description

Kobie Marketing is seeking a Customer Success Manager to own Quality Assurance, Training, and Customer Success within our Contact Center. You will lead a team of QA analysts, trainers, and success specialists to ensure exceptional customer experiences.

You will develop onboarding and ongoing education programs, implement AI-powered support tools, and drive scalable processes while partnering with Account Leaders to align content with client requirements.