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Customer Success Manager Dream Team - 4.7 Yeadon, PA Job Details Full-time $60,000 - $80,000 a year 15 hours ago Benefits Health insurance Dental insurance 401(k) Paid time off Vision insurance 401(k) matching Qualifications Resource allocation (project management tasks) Team supervision Managing teams in a customer support role Phone communication Conversion rates analysis Coaching Performance management strategy Service scheduling Staff scheduling Team scheduling Mid-level Managing clients in a customer support role Dispatching Disciplinary action management Team development Employee attendance management Sales conversion rate (success metric) Customer service training (staff training program) Client retention Decision making Mentoring Leading team collaboration initiatives Management reporting Telephone systems CRM system proficiency Productivity software Customer success strategy Business operations Leadership Call center management Full Job Description

POSITION OVERVIEW

We are seeking a proactive, result-driven Customer Success Manager to lead, inspire, and oversee our client service operations. In this role, you will be responsible for providing exceptional, efficient service to our clients through daily hands-on management of the client care team. You will serve as a key operational leader—driving team accountability, optimizing call conversion, increasing and retaining company maintenance memberships, maintaining optimal scheduling, and fostering a positive, high-performance team culture built on continuous coaching and recognition.

ESSENTIAL DUTIES & RESPONSIBILITIES

Daily Direction & Team Leadership :

Provide clear daily direction, priorities, and open communication to team members to keep operations running seamlessly.

Service Responsiveness :

Monitor incoming call volumes and team activity to ensure all client calls are answered in a prompt, courteous, and professional manner.

Call Booking & Confirmation :

Oversee call workflow to guarantee that first calls and all subsequent service appointments are efficiently booked, documented, and confirmed.

Increasing Memberships :

Assure that memberships are being presented and properly explained on every call for every non member.

Performance Coaching & Training :

Continuously motivate, reward, coach, and train staff to elevate individual performance, refine customer interaction skills, and meet team goals.

Scheduling & Resource Allocation:

Develop and manage daily/weekly shift schedules to ensure optimal phone coverage and handle peak call volumes effectively.

Issue Resolution & Escalations :

Apply decisive problem-solving skills to resolve client complaints and operational bottlenecks swiftly.

Performance Management:

Address attendance, disciplinary, and performance issues promptly and professionally in full compliance with company policy.

KEY PERFORMANCE INDICATIORS

(KPI'S) & TRACKING Using established performance metrics, the Customer Success Manager actively tracks, analyzes, and reports on:

Call Conversion Rate :

Booked vs. lost calls

Cancellation Rate:

Rescheduled & cancelled calls

Response Time :

Average speed to answer & hold times

Team Productivity :

Individual call volumes & booking ratios

QUALIFICATIONS & CORE COMPETENCIES

Experience:

Proven track record in a supervisory, team lead, or management role within customer service, call center operations, or dispatch environment.

Leadership Skills:

Strong ability to motivate, mentor, and build a cohesive, high-performing team.

Metric-Driven Mindset:

Proficient in tracking and leveraging KPIs to drive operational improvements and meet company objectives.

Communication Excellence:

Exceptional verbal and written communication skills with a clear, client-focused orientation.

Problem Solving:

Sound judgment and decision-making skills under fast-paced operational pressure.

Technical Proficiency:

Familiarity with phone systems, CRM software, scheduling tools, and standard office software.

Pay:

$60,000.00 - $80,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person