Ibwujb.fa.ocs:cx 1001
Customer Success Manager
Plainville, CT, United States
Sponsorship not specifiedDetected 16 days ago
SalesCustomer SuccessCustomer SupportLeadership
About the role
- North America Customer Success Manager Gems Setra | On-Site - Plainville, CT | Reports to: Head of Sales Operations & Marketing The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused
- on key account engagement. This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience. Key Responsibilities: Customer Success Strategy & Operating Model - Lead a unified customer success model across
Responsibilities
- Customer Success Strategy & Operating Model - Lead a unified customer success model across tactical support and strategic account teams. - Establish clear roles, service standards, escalation paths, and engagement expectations. - Shift the team from reactive issue resolution toward proactive customer management.
- Head of Sales Operations & Marketing The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement.
- This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.
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