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Sales & Support

Customer Success Manager is seeking a Customer Success Manager. If you believe you are the one, then wait no further.

  • Oversees all aspects of the customer service experience, to troubleshoot processes and procedures, and make improvements in customer service quality.
  • Implement effective processes for customer service representatives to interact with customers via email, live chat or instant messaging.
  • Drive usage, adoption and value realization in order to meet or exceed adoption and net retention targets by executing on Success Plans.
  • Develop account plans in partnership with account teams (Account Executives, marketing, services, partners, etc.) to drive product adoption, satisfaction and expansion opportunities.
  • Work cross-functionally with strategic and technical colleagues to accomplish customer goals.
  • Engage with’s product team to translate customer feedback into product requirements.
  • Holds regular meetings with department staff to discuss expectations and hear team concerns
  • Maintains confidentiality regarding personnel information and customer financial data by keeping sensitive documents private and secure.
  • Liaises with upper management, vendors, contractors and key stakeholders to ensure quality of products and efficiency of department.
  • Drive customer success outcomes including increase renewal rates and reduce churn.
  • Define and optimize customer lifecycle:
    • Map customer journey
    • Develop listening points in journey (e.g., usage, satisfaction, etc.)
    • Standardize interventions for each point in journey
    • Define segmentation of customer base and varying strategies
  • Lead and motivate a team of 15 to 20 Support Agents providing chat and ticket support.
  • Collaborate with customer support and other business stakeholders to identify and implement operational needs and improvements.
  • A Master’s degree or equivalent management experience, with 8 to 10 years of customer support experience.
  • Prior web hosting experience in a high volume operations and customer support environment is a plus.
  • Advanced knowledge of standard web technologies (servers, domains, email, and FTP).
  • Experience and exposure to documenting and improving processes.
  • Effective listening and strong verbal and written communication skills.
  • Prior management experience in team sizes ranging from 10-20 people
  • Excellent analytical and problem-solving skills, combined with the ability to provide quick resolution to problems.
  • The ability to monitor staff, enforce policies objectively, and ensure productivity.
  • Proficiency with Windows operating systems and MS Office applications, including Word, PowerPoint, and Excel.

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