Customer Success Manager

KeyServ Company; Town of Florida (NY); On-site; USD 70,000 - 80,000; Full time

Benefits offered by this job

401(k) with company match

Health savings account (HSA)

Life insurance

Paid time off

Job summary

A growing service provider based in New York seeks a Customer Success Manager to establish and lead a new customer service department. The role involves hiring, mentoring the team, managing client records, and ensuring customer satisfaction. The ideal candidate should have managerial experience in customer service, be adaptable to industry trends, and proficient with CRM platforms. This full-time position offers a salary between $70k and $80k per year, along with benefits such as a 401(k) plan and paid time off.

Qualifications

• Experience in building and mentoring a customer service team.
• Proficiency in CRM software is essential.
• Ability to track and analyze performance metrics.

Responsibilities

• Lead the establishment of a new customer service department.
• Ensure effective resolution of customer issues.
• Compile and present customer satisfaction survey results.

Skills

Demonstrated managerial experience in customer service

Ability to learn and optimize CRM platforms

Effective verbal and written communication skills

Proven ability to meet and exceed customer needs

Adaptability and continuous learning

Familiarity with AI agents

Education

Associate's degree in business administration or related field

Bachelor's degree preferred

2-5 years relevant experience

Job description

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The Customer Success Manager plays an integral role in providing a reliable, measurable, and high-quality customer experience. They will have the opportunity to build a new customer service department from the ground up as a player‑coach in a growing company with several branches. They will help establish dynamic workflows and lead a centralized customer service team to effectively manage responses to both customer and lead inquiries from our various operating markets. The role is responsible for hiring, supervising, and mentoring customer service representatives through teaching of best practices, offering feedback, and establishing measurable customer satisfaction goals. They will also directly manage client and lead records in our Customer Resource Management (CRM) system and business software to support accurate and effective sales, operations, billing, customer communications and reporting.

Location: Full-time, in-office at KeyServ Company Corporate Office in Fernandina Beach, FL

Salary: $70k – $80k per year

Reporting: This position reports directly to the VP of Marketing & Customer Success

• 401(k) with company match
• Health savings account (HSA)
• Life insurance
• Paid time off

Key responsibilities

• Respond to customers: Ensure the Customer Service team solves all customer issues quickly and easily themselves, or shepherds the inquiry to the appropriate internal party through to final resolution. Keep customers updated and fully informed throughout the resolution process and solicit feedback for process and service improvement.
• Manage client and lead records: Enter, maintain and update all client, lead and service records in our CRM and business management software for accuracy and completeness to support sales, operations, billing, customer communications and reporting.
• Mentor the team: Establish a culture of open feedback as a player‑coach, focusing on guiding team growth in weekly structured meetings, sharing knowledge, building confidence and fostering a supportive culture. Ensure that goals are clear and achievable, with progress measured and shared in real time. Provide additional upskilling or learning opportunities for team members.
• Manage the CS Budget: Ensure proper staffing and manage supporting technology spend.
• Ensure customer satisfaction and success: Receive and implement customer feedback to improve the quality of service. Manage the twice annual customer satisfaction survey (CSAT) for our residential customers. Address actionable follow‑up items directly with customers or route to the appropriate internal party and ensure resolution. Compile, analyze and present survey results to leadership for service and process improvements.
• Monitor and report performance metrics: Track performance data like answer rates, response times, resolution rates, CSAT, etc. Report department performance trends and progress to goals to your team and to leadership.

Essential skills

• Demonstrated managerial experience in customer service for a service business or related organization
• Ability to learn, use, teach, and optimize CRM platforms
• Clear and effective verbal and written communication skills
• Proven ability to meet and exceed customer needs
• Adaptability and continuous learning to stay updated on industry trends
• Familiarity with the use of AI agents and experience using AI to assist in daily customer service workflow

Educational background

• An associate’s degree in business administration, marketing, hospitality, communications, or a related field; bachelor’s preferred
• 2-5 years relevant experience is crucial, even without a specific degree
• Continuing education through specialized courses or advanced degrees

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Industries

• Landscaping Services

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