Team Manager, Customer Success Consultant

Staples Inc.•Framingham, MA

15h

About The Position

Staples is business to business. You’re what binds us together. At Staples, our Customer Success organization plays a critical role in supporting our largest and most complex customers while enabling sellers to stay focused on growth. As a Team Manager, Customer Success, you’ll be a frontline people leader responsible for guiding, coaching, and developing a team of Customer Success Consultants who manage day-to-day account support. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is motivated by delivering exceptional customer experiences while driving operational excellence.

Requirements

Strong people leadership skills with experience coaching and developing teams.
Exceptional problem-solving skills with a bias toward action.
Proven ability to collaborate cross-functionally in a matrixed environment.
Strong data acumen with the ability to translate insights into action.
Excellent organizational and time-management skills.
Strategic thinker who can act decisively in real-time situations.
Customer-first mindset with professionalism under pressure.
Resilience and adaptability in a fast-paced support environment.
Bachelor’s degree required.
3+ years of experience in a customer-facing role.
Experience supporting or partnering with sales teams.
Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
Strong written and verbal communication skills.

Nice To Haves

Prior people management or team leadership experience.
Experience in a sales or customer success organization.
Advanced proficiency in Excel and Salesforce.com.
Project management experience.
Experience handling escalations and complex customer situations.

Responsibilities

Lead, coach, and performance-manage a team of Customer Success Consultants supporting enterprise and complex customers.
Drive Customer Success strategy by fostering a culture of ownership, accountability, and execution.
Partner closely with Sales leadership to ensure strong collaboration and aligned routines.
Optimize team efficiency through effective delegation, workflow management, and process consistency.
Serve as the primary escalation point for complex customer issues and resolution coordination.
Use data and insights to identify trends, coaching opportunities, and service improvements.
Support onboarding, training, and continuous development through feedback and development planning.
Identify opportunities to reduce customer friction through automation and process improvement.
Manage special projects and customer initiatives aligned to evolving business priorities.