Remote Customer Success Director - Scale, Train & Automate

Kobie Marketing; Atlanta (GA); Remote; USD 95,000 - 130,000; Full time

Benefits offered by this job

Flexible Time Off

Nine Company-Wide Holidays

Diverse growth & well-being benefits

Job summary

Kobie Marketing is seeking a Customer Success Manager in a remote-first environment to lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists. You will ensure readiness, training, and knowledge management to deliver exceptional customer experiences across programs.

You will drive AI-powered support tools, scalable processes, and collaboration with Account Leaders to align content with client needs.

Qualifications

• Bachelor's Degree or equivalent business experience preferred.
• Five or more years of leadership experience in related fields preferred.
• Strong coaching and development capabilities with teams.

Responsibilities

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and CS teams.
• Conduct evaluations, coaching, and performance management activities.
• Set performance expectations and ensure accountability for teams.
• Ensure frontline agents have training and resources to deliver great experiences.
• Develop onboarding, continuing education, and client-specific training programs.
• Measure training effectiveness and implement enhancements.
• Drive scalability through automation and AI-powered tools.
• Reduce manual training while improving speed to proficiency and knowledge retention.
• Own QA scorecards, scoring methodologies, and quality documentation.
• Ensure accurate, actionable quality evaluations aligned to programs.
• Analyze quality trends and identify performance improvement opportunities.
• Lead CS team handling escalations, investigation, and operational support.
• Document escalation trends and risks with recommended solutions.
• Maintain knowledge management systems and process documentation.
• Develop AI-powered support tools and self-service solutions.
• Ensure content remains accurate and aligned with client requirements.
• Identify automation opportunities to boost efficiency and scalability.
• Support new client implementations and program launches.
• Foster accountability, innovation, and customer-first decision making.
• Develop future leaders through coaching and career development.
• Serve as primary escalation point before Senior Director involvement.
• Keep Senior Director informed of material risks with documentation.
• Manage daily operations while building a scalable, automated organization.

Skills

Leadership

Coaching

Communication

Autonomy

Ownership

Strategic thinking

Problem solving

Adaptability

Education

Bachelor's Degree or equivalent business experience

Tools

Learning Management Systems (LMS)

Knowledge Management Tools

Quality Monitoring Platforms

Reporting Tools

AI Solutions

Process Automation

Job description

Kobie Marketing is seeking a Customer Success Manager in a remote-first environment to lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists. You will ensure readiness, training, and knowledge management to deliver exceptional customer experiences across programs.

You will drive AI-powered support tools, scalable processes, and collaboration with Account Leaders to align content with client needs.