Customer Success Leader - Team Growth & Service Excellence

zTrip FTC; Fort Collins (CO); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision, and Life Ins.

Paid Time Off (PTO)

Paid Holidays

401(k) with Company Match

Career Advancement Opportunities

Leadership Development Programs

Supportive Team Environment

Long-Term Career Growth

Stable Employment with a Growing Org

Job summary

zTrip FTC is seeking a Customer Success Manager to lead a team delivering outstanding customer experiences. You will oversee support operations, coach staff, resolve escalated concerns, and develop strategies to boost satisfaction and retention.

This role emphasizes leadership, process improvement, and cross-functional collaboration with operations, dispatch, and leadership teams. You’ll help shape service standards and drive continuous improvement across the customer journey.

Qualifications

• Experience leading customer service, customer success, or support teams.
• Strong communication and interpersonal skills.
• Experience coaching, developing, and motivating employees.
• Excellent problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.

Responsibilities

• Lead initiatives to improve customer satisfaction and loyalty.
• Coach, train, and mentor the customer service team.
• Resolve escalated customer concerns with professionalism.
• Develop strategies to enhance customer experience and retention.
• Oversee daily support operations and monitor performance metrics.
• Collaborate with operations, dispatch, and leadership teams to enable service excellence.

Skills

Leadership

Communication

CRM proficiency

Coaching & mentoring

Problem-solving

Time management

Organizational skills

MS Office

Tools

CRM systems

Microsoft Office

Job description

zTrip FTC is seeking a Customer Success Manager to lead a team delivering outstanding customer experiences. You will oversee support operations, coach staff, resolve escalated concerns, and develop strategies to boost satisfaction and retention.

This role emphasizes leadership, process improvement, and cross-functional collaboration with operations, dispatch, and leadership teams. You’ll help shape service standards and drive continuous improvement across the customer journey.