Manager, Customer Success

Manager, Customer Success Railinc Corp - 4.1 Cary, NC Job Details 1 day ago Qualifications Customer inquiry handling Team development Bachelor's degree Team management IT Cross-functional collaboration Cross-functional communication Staff development Full Job Description The position combines leadership of a technical support team with ownership-level influence over support systems, including the development of AI capabilities, knowledge management, and operational reporting. The Manager maintains a deep understanding of customer needs, internal systems, and service performance, enabling continuous improvement and alignment with organizational objectives.

Job Accountability/Responsibilities:

Essential Functions -

Overview:

Provide strategic oversight of Customer Success operations, including support delivery, process design, and continuous improvement initiatives. Serve as a primary subject matter expert for Zendesk within the organization, supporting configuration, optimization, and expansion of platform capabilities. Lead implementation and ongoing development of AI-driven support solutions across all Zendesk channels. Establish and monitor key performance indicators (KPIs) to evaluate team performance, service quality, and operational efficiency. Drive adoption and effective use of support tools and processes across the organization. Essential Functions -

People Management:

Lead and develop a team of Customer Success Specialists and Technical Business Analysts (up to 11 direct reports), ensuring strong performance, engagement, and growth. Provide ongoing coaching, feedback, and career development support to team members. Lead hiring efforts, including job description development, resume screening, and conducting phone and on-site interviews. Coordinate onboarding and training programs to ensure team readiness and consistency in support delivery. Reinforce organizational priorities and customer-centric principles across the team. Essential Functions -

Service and Support:

Oversee daily support operations to ensure timely, accurate, and professional resolution of customer inquiries. Review and analyze support cases to identify trends, escalation risks, and opportunities for process improvement. Own Incident Management scheduling and coordination, including administration of PagerDuty and support for critical case response. Provide 24/7 escalation support for high-impact customer issues and service disruptions. Design and implement process improvements to increase efficiency, reduce resolution time, and enhance customer experience. Maintain and evolve support documentation, training materials, and operational procedures to reflect best practices. Support pre-release and post-launch activities, including testing coordination and team readiness. Essential Functions -

Account Management:

Act as a voice of the customer by translating support insights and feedback into actionable improvements across the organization. Support relationships with key stakeholders by ensuring consistent, high-quality service delivery. Communicate customer trends, risks, and opportunities to internal teams, including Product and Leadership. Assist with alignment on service expectations and delivery for key accounts as needed.

Key Measures:

Customer Satisfaction (CSAT) and survey performance. Service Level Agreement (SLA) compliance. Reduction in average time to resolution and escalation rates. Adoption and effective utilization of Zendesk across the organization. Performance and impact of AI-driven support (e.g., automated resolution rate). Operational efficiency improvements, including cost to serve. Team performance, hiring success, and employee development outcomes.

Non-Essential Functions:

Serve as a flexible resource within Customer Success, supporting additional initiatives as needed. Provide guidance to interns or contract resources when applicable. Support advanced configuration and optimization within Zendesk, including workflows, automations, and reporting. Lead development and maintenance of the external Help Center, including knowledge base content creation and structure. Contribute to cross-functional initiatives, including pre-implementation processes and internal planning discussions. Assist with business continuity, disaster recovery planning, and coordination of related activities. Additional duties as required. Knowledge, Skills, abilities/minimum requirements/competencies: Strong management skills and successful at developing staff. Must work effectively within the department and across departments. Ability to communicate at all levels of an organization. Manage critical product and/or customer situations to successful conclusion. Ability to handle multiple activities in a deadline-oriented environment, manage priorities, and always remain professional. Demonstrated experience delivering excellent customer service to external customers. Strong technical foundation including knowledge and understanding of leveraging technology for business needs, an understanding of software application concepts and architecture. Education, experience, certification/training: Bachelor's degree required (in business administration, transportation/logistics, or IT a plus). 5 years' work experience in a related support environment. 3+ years' experience leading teams; proven ability to lead effectively or equivalent experience. Experience hiring/interviewing job candidates.

Values:

Results:

We deliver on our promises to create value for the freight rail industry through talented people, good ideas, business leadership and great technology.

Collaboration:

We collaborate with our teams and our customers to get the job done, respecting individual ideas and contributions, and moving forward in pursuit of shared goals.

Service:

We serve the changing needs of our customers and our industry to enhance the value they bring to our community, the environment, and our economy.

Physical Requirements:

Sedentary work : Assignment involves sitting at workstation (desk) most of the time (up to 8 hours) with only occasional walking and/or standing.

Keyboarding :

Primarily using fingers for typing.

Talking :

Expressing or communicating verbally through use of spoken words (accurately conveying detailed or important spoken instructions to others).

Hearing :

Ability to receive detailed information through oral communication and to make discriminations in sound.

Visual :

Through close visual acuity, required to perform activities such as: preparing and analyzing data and figures; transcribing; viewing computer terminal; extensive reading (with or without correction).

Environment :

Because the requirements of this position require frequent, often informal collaboration with other Railinc colleagues and external stakeholders, and to maximize the development of the skills and responsibilities essential for this position, Railinc expects that the work required of this role be performed predominantly in the office consistent with Railinc's in-the-office work policies, as communicated by Human Resources and/or Senior Management. Any individual variations on in-the-office work policies will be reviewed by Human Resources on a case-by-case basis. As work is performed predominantly within an office setting, there is no substantial exposure to adverse environmental conditions (i.e., extreme heat, cold, noise, etc.).

Disclaimer:

The preceding job description has been designed to indicate the general nature and level of work to be performed. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The company reserves the right to change, modify and/or delete aspects of this position as needed at any time.