Customer Success Manager

51Talk Headquarters • Full-time • عمان, JO • 1d ago

Key Responsibilities

Lead, mentor, and manage a team of Customer Success and Customer Service specialists.
Oversee daily customer service operations, ensuring timely and effective resolution of inquiries and issues.
Develop and execute customer retention strategies to reduce churn and increase loyalty.
Monitor KPIs (CSAT, NPS, response time, resolution rate, retention rate) and implement improvements.
Manage escalations and ensure effective problem resolution.
Collaborate with Sales, Product, and Operations teams to improve overall customer journey.
Conduct regular training sessions to enhance the team’s service and success capabilities.
Analyze customer insights and prepare reports for senior management.

Qualifications

Bachelor’s degree in Business, Management, or a related field (preferred).
5+ years of experience in Customer Success / Customer Service.
Minimum 3 years of proven experience managing a customer-facing team.
Strong knowledge of customer retention and support operations.
Excellent leadership, communication, and conflict-resolution skills.
Ability to work with data and translate insights into actions.

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