Customer Success Manager

JOHNSON HEALTH TECH TRADING INC•Village of Cottage Grove, WI

About The Position

The Customer Success Manager (CSM) is responsible for capturing, analyzing, and translating customer feedback and social media reviews into actionable business insights that improve the customer experience, drive a positive social presence, and support strategic decision-making. This role will monitor various customer feedback channels and social media platforms such as Facebook, X (Twitter), Trustpilot, BizarreVoice, and others; identifying leading-edge indicators within product reviews indicative of product quality or support services deficiencies. The CSM will contribute to Customer Service’s objectives of developing proactive solutions that further drive a best-in-class customer experience. The ideal candidate combines strong analytical skills with customer empathy and has experience managing customer feedback programs, survey platforms, and reporting initiatives.

Requirements

Bachelor’s degree in Business, Marketing, Communications, Psychology, or related field
3–5+ years of experience in customer support, customer experience, or related roles
Experience with survey and feedback tools such as Qualtrics, Medallia, SurveyMonkey, or similar platforms
Strong analytical and reporting skills
Advanced proficiency in Excel and presentation tools
Excellent written and verbal communication skills
Ability to manage multiple projects and stakeholders simultaneously
Experience with CRM systems such as Salesforce
Knowledge of customer journey mapping and CX methodologies
Experience with dashboard/reporting tools such as Power BI or Tableau
Background in data analysis or market research
Zendesk, MS CRM, SAP, Shopify, Facebook reviews, Trustpilot, BizarreVoice, Sprout
Customer-centric mindset
Strategic thinking
Data interpretation and storytelling
Communication and presentation skills
Collaboration and influence
Problem-solving and continuous improvement
Attention to detail
Demonstrated effective interpersonal, verbal, and written communication skills.
Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary.
Unwavering attention to detail and commitment to world-class quality.
Ability to embrace deadlines.
Able to project a positive and professional demeanor to all internal and external contacts.

Responsibilities

Develop and manage a North America Sporting Goods (NASG) “Voice of the Customer” that encapsulates customer feedback and social media platform channels
Design and administer customer surveys including NPS, CSAT, CES, and post-interaction surveys
Monitor customer sentiment across surveys, reviews, support interactions, and social channels
Maintain customer feedback databases and reporting systems
Analyze qualitative and quantitative customer feedback to identify trends, root causes, and opportunities
Create dashboards, reports, and executive summaries that communicate customer insights clearly
Translate customer feedback into actionable recommendations for leadership and business teams
Measure and track customer experience KPIs over time
Partner with Product, Operations, and Customer Support teams to improve customer experience initiatives
Facilitate regular Voice of the Customer review meetings with stakeholders
Advocate for customer-centric decision-making across the organization
Support customer journey mapping and process improvement initiatives
Identify recurring customer pain points and recommend solutions
Assist with implementation and tracking of customer experience improvement projects
Establish closed-loop feedback processes to ensure customer concerns are addressed effectively
Other projects as needed.