Customer Success Manager

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

Customer Success Manager

Build Relationships. Support Customers. Drive Service Excellence.

At zTrip, great service doesn't end when a ride is booked. It continues through every interaction, every question answered, and every problem solved. We're looking for an experienced and people-focused Customer Success Manager to lead customer service initiatives, support team performance, and ensure every customer receives an exceptional experience.

This role is ideal for a leader who enjoys developing teams, improving processes, and creating positive outcomes for customers. As a Customer Success Manager, you'll oversee customer support operations, strengthen customer relationships, and help drive service excellence throughout the organization.

If you're passionate about leadership, customer satisfaction, and continuous improvement, we'd love to hear from you.

Benefits & Perks

• Medical, Dental, Vision, and Life Insurance
• 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 Organization

Position Overview

As a Customer Success Manager, you will lead a team dedicated to delivering outstanding customer experiences. You'll oversee customer support operations, coach employees, resolve escalated concerns, and develop strategies that improve customer satisfaction and retention.

This position requires strong leadership skills, excellent communication, and the ability to create a customer-focused culture that supports both operational goals and long‑term business growth.

Key Responsibilities of a Customer Success Manager:

Customer Experience Leadership

• Lead initiatives designed to improve customer satisfaction and loyalty.
• Ensure every customer interaction reflects company standards and values.
• Monitor service quality and identify opportunities for improvement.
• Develop strategies that enhance the overall customer experience.
• Resolve escalated customer concerns with professionalism and urgency.

Team Leadership & Development

• Recruit, train, coach, and mentor customer service team members.
• Conduct regular performance reviews and coaching sessions.
• Foster a positive and accountable team environment.
• Develop employee training programs and growth opportunities.
• Encourage collaboration, communication, and professional development.

Customer Retention & Relationship Management

• Build strong relationships with customers and key stakeholders.
• Analyze customer feedback and identify trends.
• Develop solutions that improve customer engagement and retention.
• Support service recovery efforts and strengthen customer trust.
• Ensure customer needs are addressed quickly and effectively.

Operational Oversight

• Oversee daily customer support activities and team performance.
• Manage staffing levels and workflow distribution.
• Monitor response times, service metrics, and operational efficiency.
• Implement process improvements that enhance productivity and service delivery.
• Support organizational initiatives and business objectives.

Cross-Functional Collaboration

• Partner with operations, dispatch, recruiting, safety, and leadership teams.
• Ensure effective communication across departments.
• Help resolve operational issues impacting customer satisfaction.
• Support company-wide initiatives focused on service excellence.
• Serve as a customer advocate throughout the organization.

Reporting & Performance Analysis

• Track customer satisfaction, retention, and service performance metrics.
• Generate reports and present recommendations to leadership.
• Analyze trends and implement improvement strategies.
• Maintain accurate records and documentation.
• Utilize data to support informed business decisions.

Qualifications of a Customer Success Manager:

Required Experience

• Previous leadership experience in customer service, customer success, account management, or support operations.
• 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.
• Strong organizational and time‑management skills.
• Proficiency with Microsoft Office and customer relationship management (CRM) systems.

Preferred Experience

• Experience in transportation, logistics, hospitality, call center operations, or service‑based industries.
• Knowledge of customer retention strategies and success programs.
• Experience analyzing service metrics and implementing process improvements.
• Background in workforce management or customer support operations.

What Success Looks Like as a Customer Success Manager:

As a Customer Success Manager, you will:

• Increase customer satisfaction and loyalty.
• Build and develop a high‑performing support team.
• Improve customer retention and service quality.
• Resolve escalated concerns effectively and professionally.
• Create efficient and scalable customer support processes.
• Strengthen communication between departments.
• Drive continuous improvement across the customer experience.
• Contribute directly to company growth and success.

Why Join zTrip?

At zTrip, customer experience is a key part of our success. As a Customer Success Manager, you'll have the opportunity to influence how customers interact with our brand while leading a team focused on service excellence.

You’ll play a vital role in developing employees, improving customer satisfaction, and helping shape the future of one of the transportation industry's leading companies.