Manager, Customer Success, Quality, Training & Customer Success

Kobie Marketing•Chicago, IL

3d•Remote

About The Position

The Customer Success Manager is accountable for the overall management, leadership, and continuous improvement of the Contact Center’s Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions. The role serves as the in-house steward of operational readiness, agent development, and customer experience excellence, ensuring agents have the tools, knowledge, support, and resources to deliver exceptional customer experiences while maintaining operational consistency across supported programs. The manager leads Quality Assurance Analysts, Trainers, and Customer Success Specialists and oversees the day-to-day execution of training, quality, escalations, and support processes. The role proactively identifies ways to improve scalability, efficiency, automation, and organizational effectiveness, operating with substantial autonomy and sound judgment. It provides leadership that allows the Senior Director to focus on strategic initiatives rather than day-to-day operational oversight. The role is expected to challenge the status quo and use technology, automation, artificial intelligence, and employee development to strengthen the organization. Kobie is a remote-first organization, and periodic travel may be required for business objectives, team collaboration, customer engagements, training, and company events.

Requirements

Bachelor’s degree or equivalent business experience preferred.
Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred.
Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results.
Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.
Strong work ethic and willingness to go the extra mile.
Customer-first mindset.
Exceptional communication and coaching skills.
Proactive and solutions-oriented approach.
Ability to navigate difficult conversations effectively.
High degree of autonomy and ownership.
Continuous improvement mindset.
Strong organizational and leadership skills.

Nice To Haves

Experience with learning management systems, knowledge management tools, quality monitoring platforms, and reporting tools.
Experience with artificial intelligence solutions and process automation.
Innovation and AI-forward thinking.

Responsibilities

Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.
Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.
Set performance expectations and ensure accountability for individual and team responsibilities.
Ensure frontline agents have the training, resources, tools, and support needed to provide exceptional customer experiences.
Develop, maintain, and improve onboarding, continuing education, certification, and client-specific training programs.
Measure training effectiveness and enhance programs based on performance outcomes, quality trends, and business needs.
Scale training through automation, digital learning solutions, self-service learning tools, and innovative instructional design; reduce manual effort while improving consistency, speed to proficiency, and knowledge retention.
Own Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards, ensuring evaluations are accurate, consistent, actionable, and aligned with program requirements.
Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans.
Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support.
Identify, document, and communicate escalation trends, recurring customer concerns, and operational risks.
Own Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.
Lead development and improvement of AI-powered support tools, chatbot content, and self-service solutions.
Partner with Account Leaders to ensure knowledge content is accurate, current, and aligned with client requirements.
Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability.
Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.
Foster accountability, innovation, continuous learning, ownership, and customer-first decision making.
Develop future leaders through coaching, mentoring, and career development opportunities.
Serve as the primary operational escalation point before Senior Director involvement; inform the Senior Director of material risks with documentation, business impacts, and recommended solutions.
Manage daily operational responsibilities while building a more scalable, automated, and future-ready organization.