Customer Success Manager

Sage Solutions Group•Ann Arbor, MI

11d•Onsite

About The Position

The Customer Success Manager leads and develops a high-performing Customer Success team focused on exceptional customer experiences, retention, and operational excellence. The role oversees the daily operations of the Customer Success and Service department, establishes and monitors KPI performance standards, provides coaching and training, and ensures accountability to company policies and service and sales expectations. The manager helps shape the customer journey by fostering a compassionate, customer-focused culture while balancing customer advocacy with sound business judgment and operational efficiency. The position manages Customer Success team members and reports to the Designated Senior Sales Manager. It combines team leadership, performance management, onboarding and training, customer relationship management, issue escalation, process improvement, reporting, and customer-facing service and sales work. The role also handles specific operational activities such as processing credit card payments, supporting collections for Rentals and SharWay programs, providing information about the Shar Music Loyalty Points program, and cross-selling relevant products and services. Regular onsite attendance is required.

Requirements

High school diploma required.
At least 3 years of successful experience managing and leading a call center or customer service team.
At least 5 years of experience in customer service, inside sales, or a related field.
At least 2–3 years of experience in a managerial or leadership position.
Proven customer-facing experience, such as in customer success, account management, or sales.
Strong leadership and people-management skills, including the ability to motivate, develop, and inspire a team.
Excellent communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders.
Deep understanding of customer success and call center best practices, methodologies, and KPIs.
Familiarity with CRM systems, customer success tools, and inventory management software.
Results-oriented mindset focused on achieving and exceeding team targets.
Ability to generate and analyze reports on customer activity, including sales performance.
Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time-management skills.
Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness.
Ability to perform the essential job functions with or without accommodation.

Nice To Haves

Bachelor's degree preferred.
Some experience with musical instruments preferred.

Responsibilities

Lead and manage the Customer Success team, providing guidance, coaching, and support to achieve customer satisfaction and retention goals.
Set performance expectations and goals; monitor team and individual performance against KPIs, productivity expectations, quality standards, attendance requirements, and customer experience goals.
Conduct performance evaluations and provide regular feedback, mentorship, corrective feedback, and professional development.
Identify training needs and create improvement plans; develop and deliver training programs, materials, and resources for existing employees and new hires.
Assist with new associate training, conduct orientation sessions, and deliver training on products, customer success skills, company processes, and best practices.
Maintain a conducive work environment and high team morale.
Foster a customer-centric culture and model empathy, professionalism, patience, and effective conflict resolution.
Help improve the customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
Serve as an escalation point for customer issues and guide the team toward timely, effective resolutions.
Build and maintain relationships with key customer accounts, serving as a strategic advisor and champion for customer success.
Assist team members with customer accounts, inquiries, and issue resolution; establish customer relationships that support long-term loyalty.
Enforce company policies, procedures, service expectations, and operational standards while balancing customer advocacy with business requirements.
Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams.
Analyze customer data and metrics, identify trends and improvement opportunities, and communicate actionable insights and business trends to team members and internal teams.
Meet or exceed KPIs and SLAs, including customer satisfaction, response time, resolution time, and first-call resolution.
Maintain accurate customer interaction records in the CRM, including inquiries, issues, resolutions, customer data, opportunities, calls, and relevant notes.
Develop strong product and service knowledge to answer customer inquiries and provide accurate information.
Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activity.
Explain the Shar Music Loyalty Points program and set up customer accounts.
Assist with collections for Rentals and SharWay programs.
Cross-sell relevant products and services and follow pricing and margin controls to support profitability.
Understand the shipping process and provide customers with accurate shipping timelines and expectations.
Collaborate with Sales, Product, and Support teams to create a seamless customer experience, advocate for customer needs, and support retention and expansion.
Keep up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.
Maintain regular and routine onsite attendance.