Customer Success Manager

Service Objects, Inc; United States; Remote; USD 104,000 - 121,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to lead their customer support team. This pivotal role requires a dynamic leader with extensive experience in customer service, particularly within a SaaS environment. You will drive operational efficiency and foster a culture of excellence, ensuring that customer feedback is utilized to refine service offerings. If you are passionate about enhancing customer experiences and are ready to take ownership of key performance indicators, this is the perfect opportunity for you. Join a forward-thinking company that values employee wellness and offers a comprehensive benefits package, including remote work options and competitive compensation.

Benefits

100% paid medical, dental, and vision insurance

11 paid holidays

16 days of paid time off

Flexible spending accounts

Short & long-term disability insurance

Employee assistance plan

Life insurance

Adoption assistance

Bonus plan based on company revenue

Home internet and wireless phone allowance

Qualifications

• 7+ years in customer service, with 2+ years in leadership roles.
• Strong knowledge of KPIs and customer experience management.

Responsibilities

• Oversee and enhance the customer support experience.
• Develop and execute customer service strategies.

Skills

Customer Service Management

Problem-Solving

Customer Experience Management

Leadership

Data Analysis

Education

Bachelor's Degree

Tools

Zoho CRM

Job description

Since our founding, Service Objects has worked to be the data science company that puts people above all else. First, we created an amazing place to work and then we created products that make life better for everyone that uses them.

We are guided by focused core values, purposeful, and a high energy culture. Our mission is to provide our clients with tools so they can be sure every customer record in their system is as genuine, accurate, and up-to-date as it possibly can be.

We’ve been in the data science business for over 24 years: we’ve never taken VC and have been profitable since day one. We plan to double that success over the coming years with the release of new products that continue to reshape data science. This is your opportunity to bring your initiative to a growing team and build a career at a company with a legacy of creating products that reduce fraud and eliminate waste.

Customer Success Manager

Service Objects is growing and expanding our Operations team to include a Customer Success Manager. The Customer Success Manager will play a pivotal role in overseeing and enhancing the customer support experience for our clients. This leadership position involves managing a high-performing team, fostering a culture of excellence, and driving the strategic direction for customer care initiatives. You will be responsible for developing and executing customer service strategies that not only meet but exceed our customers' expectations. Your focus will be on continuous improvement, operational efficiency, and ensuring that customer feedback is utilized to refine service offerings across the organization.

Brief Requirements

• 7+ years of experience in customer service or customer care within a SaaS organization, with at least 2 years in a leadership or managerial role.
• Strong knowledge of customer service practices, KPIs, and customer experience management.
• Experience with CRM systems and customer support tools (we use Zoho).
• Strong problem-solving skills with the ability to develop and implement effective strategies for continuous improvement in customer care processes.
• Experience in analyzing customer feedback and KPIs to identify trends, improve team performance, and optimize service quality.

We live our core values every day, and we mean it when we say we provide a happy and healthy work experience. We have a team full of truly exceptional people… the kind you’ll be excited to work with.

What’s in it for you?

We care deeply about employee wellness and benefits. You will receive a comprehensive leave and wellness benefit package, including:

• 100% paid medical, dental, and vision insurance for you and 25% contribution for the same benefits for your entire family
• 11 paid holidays
• 16 days of paid time off
• Flexible spending accounts
• Remote, hybrid and in-office work options
• Short & long-term disability insurance
• Employee assistance plan
• Life insurance
• Adoption assistance
• Bonus plan based on company revenue
• Traditional and Roth 401(k) options
• Home internet and wireless phone allowance

Competitive Compensation

We’re committed to equitable, market-driven, data-based compensation and we aim to offer a competitive benefits package to our team members. The salary range for a candidate living in the State of California is $104,284-$120,527. If we decide to make you an offer, we’ll determine the most appropriate number based on what we know about your location, experience and competency for the role, and then we’ll make you our best offer and hope that you accept! We are likely to consider an individual bonus for you for successful effort and have a company-wide quarterly bonus program based on revenue, which you're in on from day one. SO wins, you win—that kind of thing.

What Success Looks Like

One goal is to make sure that every contact record in every system is accurate and genuine – and for the whole planet. No small chore, right? In 2025, we're focused on establishing Service Objects as the leading provider of Customer Data Validation solutions.

To be successful in this role you’ll need to take ownership in:

• Reducing Customer Churn: Effectively identifying at-risk customers and proactively addressing concerns to improve retention rates.
• Driving Operational Efficiency: Streamlining customer service processes and reducing response times, leading to increased efficiency without compromising quality.
• Implementing Customer Feedback Loops: Establishing systems to gather, analyze, and act on customer feedback to drive improvements in products, services, and customer care strategies.
• Cross-Departmental Collaboration: Working closely with product development, and other departments to ensure customer needs are met and any recurring issues are addressed at the root cause level.
• Managing Key Performance Indicators (KPIs): Regularly tracking and improving KPIs, such as first-call resolution, average handle time, and customer effort score, to ensure team performance aligns with company goals.
• Handling Escalations Effectively: Resolving high-impact, complex customer issues with professionalism and care, turning negative experiences into positive outcomes for both the customer and the company.

This is a full-time, exempt position. However, we want everyone to have a happy life outside of SO, and we seldom work more than 40 hours per week. There are occasions where things get busy and you may be expected to put in some extra time. We work hard and smart so we can stay in this for the long haul.

Since early 2020 we’ve been a fully remote team and we plan to stay permanently remote, so you can live and work wherever you want (with a reliable internet connection) in the United States. You’ll be working with folks predominately on the West Coast of the United States for a significant portion of your time. Location doesn’t influence your productivity, but it sure does help with communication.

How to Apply

To apply, please e-mail us at [e-mail] and attach the following three items:

• Include a PDF of your cover letter explaining why this position is of interest to you.
• Include a PDF of your resume that highlights your awesome relevant experience and achievements.

We’ll send you a confirmation email once you apply. Please add that email to your safe sender list so that future emails come through.

How We Hire

Service Objects is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Service Objects participates in the E-Verify program in certain locations, as required by law.

We are committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. Please let us know if you would like to disclose a need for accommodation in connection with the recruitment and hiring process. If so, you may contact us at [e-mail]

All are encouraged to apply as we continue to grow a smart, hard-working, and diverse team that loves working together to build something that matters.