Senior Manager, Customer Success & Growth

Gateway Fiber, LLC; O’Fallon (MO); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Innovative high-growth company

Career development

Differentiating Gateway Fiber

Community impact

Job summary

Gateway Fiber, LLC is seeking a Manager of Customer Success to scale our customer experience across a growing national footprint. You will lead a team through two supervisory leads, drive a customer-centric culture, and partner with the organization to translate feedback into action.

You will develop training, implement best practices, and monitor KPIs to sustain exceptional service as we expand. This role demands strong communication, data analysis, and problem-solving skills in a fast-growing

Qualifications

• Proven experience leading a contact center team, including managing through team leads or supervisors.
• Ability to use data, especially contact center data, to track progress and identify opportunities for improvement.
• Excellent verbal and written communication skills.
• Complex problem-solving skills.
• Good organizational skills & ability to multi-task.
• Strong follow-up skills, accuracy, and attention to detail.
• Proficiency (MS Office-Word, Excel, Outlook).
• Bachelor’s degree in Business or equivalent industry experience.

Responsibilities

• Lead a growing Customer Success team currently structured with two team leads who manage the frontline customer service representatives, while cultivating a positive, customer-centric culture.
• Coach and develop a high performing team by providing clear expectations, conducting regular 1:1 meetings, and offering ongoing feedback to support growth and accountability.
• Foster and sustain an environment of collaboration, customer centricity, and continuous improvement.
• Be the internal champion for our customers by communicating customer feedback throughout the organization.
• Create structure and formalize processes across the team, including documented standard responses and quick-reference guides, to drive consistent, high-quality service as the team scales.
• Own the customer service loop through all channels (phone, email, live-chat, etc.).
• Develop, implement and utilize best-practices to enhance and solidify Gateway Fiber’s customer experience and prepare it for future growth.
• Create effective onboarding and training processes for new customer service team members.
• Sustain and improve customer service quality assurance program, ensuring the team and individuals are all exceeding Gateway’s quality goals.
• Own the team’s impact on Gateway’s Net Promoter Score (NPS) by regularly reviewing customer feedback, identifying the root causes behind detractor responses, closing the loop with customers, and partnering across the organization to drive lasting improvement.
• Ensure the customer service team is meeting or exceeding all KPIs and identify new KPIs where needed to drive continuous improvement.

Skills

Leadership

Data analysis

Communication

Problem solving

Organization

Attention to detail

MS Office

Education

Bachelor’s degree in Business or equivalent industry experience

Job description

Gateway Fiber, LLC is seeking a Manager of Customer Success to scale our customer experience across a growing national footprint. You will lead a team through two supervisory leads, drive a customer-centric culture, and partner with the organization to translate feedback into action.

You will develop training, implement best practices, and monitor KPIs to sustain exceptional service as we expand. This role demands strong communication, data analysis, and problem-solving skills in a fast-growing