Senior Manager - Customer Success

Key Responsibilities:Develop and execute a strategic vision for customer support, aligned with company goals and customer-centric values.Lead, mentor, and grow a high-performing customer support team, fostering a culture of excellence and empathy.Establish and track key performance indicators (KPIs) to measure support team efficiency, response time, and customer satisfaction.Implement scalable processes, tools, and systems to handle support inquiries across multiple channels (email, chat, phone, social media).Collaborate closely with product and engineering teams to identify and resolve product-related issues and advocate for customer-centric improvements.Create and maintain a knowledge base, FAQs, and self-service resources to empower customers and reduce support ticket volume.Analyze support trends and customer feedback to inform product development and enhance the overall customer experience.Manage escalations and ensure timely and effective resolution of complex customer issues.Drive initiatives to improve customer retention, engagement, and loyalty through exceptional service.