Our Customer Success Manager will be entrusted to take complete ownership of the end-to-end customer service function. Working closely with different departments, especially Growth & Product teams, the successful candidate will evaluate and revamp existing processes and systems. Central to this role is the successful adaptation and integration of a new Customer Service CRM to streamline service delivery, ensuring a frictionless and satisfying customer experience.

What You'll Do At Path

Leadership and Team Management:

Lead, inspire, and mentor a team of customer service professionals, fostering a culture of excellence, teamwork and service quality.
Set clear goals, expectations, and KPIs for the team to achieve outstanding customer support outcomes.
Conduct regular meetings to review performance metrics, address concerns and to ensure all team members are informed of updates and changes to processes or policies.

Customer Experience Enhancement:

Develop and implement strategies to ensure exceptional customer experiences at every touchpoint.
Monitor customer feedback, analyze data, and use insights to drive improvements in customer support processes and procedures.
Collaborate with cross-functional teams to address customer pain points and enhance the overall customer journey.

Continuous Improvement Initiatives:

Champion a culture of continuous improvement, innovation, and entrepreneurial thinking to streamline customer support operations and increase efficiency.
Identify and implement best practices, tools, and technologies including a customer service software program and chat box for frequently asked questions.
Monitor and analyze customer feedback, drawing insights to improve the customer experience and service quality.

Data-Driven Decision Making:

Utilize data analytics and metrics to track customer success performance to ensure the company remains at the forefront of industry standards.
Prepare and present reports to senior management, highlighting key performance indicators, trends, and improvement opportunities.

Customer Relationship Management:

Collaborate with Sales and Product teams to ensure alignment on customer needs and product/service enhancements.

What You'll Bring To The Team

Proven experience in a leadership role within a customer success, customer service, or related field.
Strong entrepreneurial mindset with a track record of driving innovation and process improvements.
Excellent communication and interpersonal skills, with the ability to build rapport with customers and internal teams.
Proficiency in data analysis and familiarity with customer support software and CRM systems.
Exceptional problem-solving abilities and a customer-centric approach.
Ability to adapt to a fast-paced, dynamic environment and lead change initiatives.

Maybe you don’t tick all the boxes above— but still think you’d be great for the job? Go ahead, apply anyway. Please. Because we know that experience comes in all shapes and sizes—and passion can’t be learned.

We value a range of diverse backgrounds, experiences and ideas. We pride ourselves on our diversity and inclusive workplace that provides equal opportunities to all persons regardless of age, race, color, religion, sex, sexual orientation, gender identity and expression, national origin, disability, neurodiversity, military and/or veteran status, or any other protected classes. Additionally, Path AI provides reasonable accommodations for candidates on request and respects applicants' privacy rights. To review these and other legal disclosures, visit our privacy policy.

Path

Customer Success Manager

Work From Anywherefull-time$120K - $140K