Customer Success Manager

About the Role

We are seeking a proactive and experienced Customer Success Manager to join our team full-time at Publish Experts. In this role, you will oversee daily customer support operations, lead a team of customer service representatives, and ensure an exceptional customer experience across all touchpoints.

If you are passionate about customer satisfaction, team leadership, and operational excellence, we'd love to hear from you.

Position Details:

Job Title: Customer Success Manager
Employment Type: Full-Time
Location: Remote
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM Eastern Daylight Time (EDT)

Key Responsibilities:

Manage and oversee day-to-day customer support operations
Lead, mentor, and support customer service representatives
Handle escalated customer inquiries, concerns, and complaints
Drive high levels of customer satisfaction and retention
Monitor team performance metrics and identify opportunities for improvement
Develop and implement processes to enhance service quality and efficiency
Collaborate with internal teams to ensure seamless customer experiences
Maintain clear communication across departments regarding customer feedback and issues

Requirements:

Previous experience in customer success, customer service, or team management
Strong leadership, communication, and interpersonal skills
Excellent problem-solving abilities and attention to detail
Ability to manage multiple priorities in a fast-paced environment
Comfortable working remotely and independently
Availability to work during Western European Time business hours

Preferred Qualifications:

Experience managing remote customer support teams
Familiarity with CRM and customer support platforms
Strong analytical mindset with experience tracking performance metrics

What We're Looking For:

We're looking for someone who takes ownership, communicates effectively, and genuinely cares about delivering outstanding customer experiences. The ideal candidate is both customer-focused and operationally minded, with the ability to lead a team while continuously improving processes and outcomes.

If you're ready to help build exceptional customer experiences and lead a high-performing team, we encourage you to apply.