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Senior Manager
Customer Success
Confirmed live in the last 24 hours

201-500 employees

Book movers and moving help online
Company Overview
Bellhop exists to get people to that moment of relief and satisfaction, that moment when they know they’re home.

Company Stage

Series D

Total Funding





Chattanooga, Tennessee

Growth & Insights

6 month growth


1 year growth


2 year growth

Remote in USA
Experience Level
Desired Skills
Sales & Account Management
  • 7+ years managing Customer Success teams using a defined set of analytical KPIs to drive the direction of your direct reports
  • Demonstrated success delivering on quarterly customer sentiment, adoption and retention, and revenue expansion targets
  • Demonstrated ability to work in a fast paced and highly collaborative role in a logistically-focused space
  • Experience using software tools such as Tableau, Zendesk, Google Suite, Zapier, and Slack to build out automation-driven workflows and processes
  • Strategic and self-sufficient problem solver, capable of wrangling data when needed and building informed and efficient customer success processes to deliver on organizational objectives
  • Experience leading a team of Customer Success Agents: training, coaching, and developing each team member, offering strategies and tactics to help them grow and drive towards individual and team targets
  • SQL proficiency strongly preferred
  • Own and drive performance towards key targets as set by the company, with particular focus on: Customer Satisfaction (CSAT), Customer NPS, Move Day Incident Rate, Calls / Hour (Agent Efficiency), Additional Services Attach Rate (as data becomes available)
  • Manage and visualize data around customer and Partner account performance, identifying opportunities and risks, and finding new ways to deliver value for customers, Partners, and the company
  • Become an expert in the moving industry, and use that expert knowledge to advocate for a best in class customer experience
  • Advocate on behalf of customers and operators to drive product and service improvements
  • Design and implement efficient, replicable processes to ensure scalable delivery of a personalized customer experience
  • Build trusted relationships with customers to guarantee high satisfaction and increase utilization of Bellhop services with our highest value Partners and customer groups
  • Lead and mentor a team of remote Customer Success Agents to ensure high performance, achievement of individual, team, and company goals, and employee satisfaction
  • Collaborate with other teams such as Customer Support, Marketing, Sales, Business Development, and Market Operations to resolve emergent service issues and translate learnings into process improvements
  • Develop and oversee the execution of customer success processes, outlining critical success factors and metrics for success while improving team efficiency and capacity
  • Partner with the Vice President, Customer Operations and Experience and other departmental leaders to define, operationalize, and optimize the customer lifecycle journey
  • Manage and own customer relationships directly for top tier customer and Partner accounts as needed
  • Manage and own customer escalations from priority customer and Partner accounts as needed
  • Most Bellhop customers choose to move during the summer months and on weekends. As such, some weekend work is expected during peak business windows