Customer Success Manager – US Client Programs

Yoummday GmbH•Miami, FL

12h•Onsite

About The Position

We are looking for a Customer Success Manager to join us as soon as possible at our office in Miami. As a Customer Success Manager, you will take responsibility for a customer service & sales project for one of our well-known clients, overseeing both operational and process-related aspects. You will lead up to 5 Team Leads, each managing up to 25 independently contracted agents who report directly to them. This role offers a unique opportunity to establish and lead a new sales team for one of our clients in the vacation rental industry. You will play a key role in building the team for an industry-leader from the ground up - shaping the strategy, defining processes, and driving performance to achieve ambitious growth targets. Working closely with senior leadership, you will have the chance to make a direct impact on yoummday's expansion into the U.S. market, while developing and motivating a high-performing team that delivers exceptional results.

Requirements

Completed professional qualification and solid experience in sales management, project management and team leadership, ideally in a contact center or customer service environment.
Proven track record in building, leading, and motivating high-performing sales teams. Excel at setting clear targets, monitoring KPIs, and driving revenue growth while maintaining customer satisfaction.
Understand the needs of our clients, communicate confidently at eye level, and know how to manage projects efficiently. Speak fluent English.
As a communication expert, inspire and motivate people through persuasion, energy, and expertise—even in a remote work environment.
Combine a strong commitment to quality with a sharp focus on achieving sales results. Work in a structured manner, and can adapt flexibly to fast-changing situations.
Have a confident and self-assured presence, enjoy working in cross functional and intercultural teams, and bring a good sense of humor.

Nice To Haves

Being comfortable communicating in Spanish is a plus.

Responsibilities

Act as the primary point of contact for our clients, implement their specific requirements into our processes, and ensure high-quality execution in close coordination with your reporting Team Leads.
Empower and coach your remote customer care team leads to act independently while inspiring them to motivate their teams to peak performance—always with the goal of maximizing customer satisfaction and sales performance.
Analyze all relevant KPIs of your project, quickly identify areas for improvement, and proactively drive timely optimizations.
Coordinate all internal and external stakeholders to ensure seamless processes and positive outcomes. Proactively drive process improvements and collaborate closely with the operations management team.