A minimum of 3 years of experience successfully managing and leading a call center or customer service team is required.
A minimum of 5 years of experience in customer service, inside sales, or a related field is required.
Proven experience in a customer-facing role such as customer success, account management, or sales, including at least 2–3 years in a managerial or leadership position.
Strong leadership and people management skills, with the ability to motivate, develop, and inspire a team.
Excellent communication and interpersonal skills to build strong relationships with customers and internal stakeholders.
Deep understanding of customer success and call center best practices, methodologies, and key performance indicators.
Familiarity with customer relationship management systems, customer success tools, and inventory management software.
Ability to generate and analyze reports on customer activity, including sales performance.
Ability to work effectively in a fast-paced environment with strong organizational and time-management skills.
Regular and routine on-site attendance is required.
Responsibilities
Lead and manage Customer Success personnel by providing guidance, coaching, and support to achieve customer satisfaction and retention goals.
Monitor, evaluate, and hold team members accountable for key performance indicators, productivity expectations, quality standards, attendance requirements, and customer experience goals.
Set performance expectations and goals, monitor individual and team performance, and provide regular feedback and performance evaluations.
Conduct performance evaluations and provide constructive feedback, coaching, mentorship, corrective feedback, and professional development.
Identify training and development needs and create improvement plans.
Manage the application and workflow of Customer Success team members.
Maintain a productive Customer Success work environment and high team morale.
Develop and deliver training programs, materials, manuals, and resources covering company processes, products, systems, product knowledge, customer success skills, and customer service best practices.
Conduct orientation sessions to onboard new hires and support their transition into their roles.
Foster a customer-centric culture emphasizing customer needs, proactive support, and strong relationships.
Promote a compassionate, solutions-oriented customer experience through empathy, professionalism, patience, and effective conflict resolution.
Improve the customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
Act as an escalation point for customer issues and ensure timely resolution.
Build and maintain relationships with key customer accounts as a strategic advisor and advocate for their success.
Assist team members with customer accounts, inquiries, and issue resolution.
Enforce company policies, procedures, service expectations, and operational standards.
Balance customer advocacy with company policies and operational requirements.
Develop and implement strategies and processes to drive customer success and maximize customer value in collaboration with cross-functional teams.
Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights.
Track, analyze, and communicate quantitative metrics and business trends.
Meet or exceed customer success key performance indicators and service-level agreements, including customer satisfaction, response time, resolution time, and first-call resolution.
Maintain accurate customer interaction records in the customer relationship management system.
Use the customer relationship management system to track customer data and opportunities and log calls and notes.
Develop product knowledge to address customer inquiries and provide accurate information.
Process credit card payments, resolve failed transactions, and monitor potentially fraudulent activity.
Explain the Shar Music Loyalty Points program and set up customer accounts.
Assist with collections for Rentals and the SharWay programs.
Cross-sell relevant products and services.
Follow pricing and margin controls to ensure profitability.
Understand the shipping process and provide accurate shipping times and expectations.
Collaborate with Sales, Product, and Support teams to provide a seamless customer experience and drive retention and expansion.
Stay current on industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.
Desired Qualifications
A bachelor's degree is preferred.
Some experience with musical instruments is preferred.
SUMMARY
The Customer Success Manager is responsible for leading and developing a high-performing Customer Success team focused on delivering exceptional customer experiences, customer retention, and operational excellence. This role oversees the daily operations of the Customer Success and Service department, establishes and monitors KPI performance standards, provides ongoing coaching and training, and ensures accountability to company policies and service and sales expectations. The Customer Success Manager plays a critical role in shaping the overall customer journey by fostering a compassionate, customer-focused culture while balancing customer advocacy with sound business judgment and operational efficiency.
EDUCATIONAL REQUIREMENTS
Highschool diploma required.
Bachelor's degree preferred.
Minimum of 3 years successfully managing and leading a call center or customer service team
Minimum of 5 years in a customer service, inside sales or related field
EXPERIENCE REQUIREMENTS
Proven experience in a customer-facing role, such as customer success, account management, or sales, with at least 2-3 years of experience in a managerial or leadership position.
Some experience with musical instruments preferred.
Strong leadership and people management skills, with the ability to motivate, develop and inspire a team.
Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
Deep understanding of customer success and call center best practices, methodologies, and KPIs.
Familiarity with CRM systems, customer success tools and inventory management software.
Results-oriented mindset, with a focus on achieving and exceeding team targets.
Ability to generate and analyze reports on all customer activity, including sales performance.
Ability to work effectively in a fast-paced, dynamic environment, with strong organizational and time management skills.
WORK STYLE AND UNIVERSAL BEHAVIOR EXPECTATIONS
LIVES OUR PASSION, FULFILLS OUR PURPOSE, AND ESPOUSES OUR VALUES
Inspiring joy through string music
Advocate for string players with amazing products, value, and service
Can-do
Help first
Never settle
Recognize wins
SUPERVISORY RESPONSIBILITIES
Manages & Leads Customer Success Teams
REPORTS TO
Designated Senior Sales Manager
ESSENTIAL JOB FUNCTIONS
[The fundamental job duties the individual must be able to perform, with or without accommodation; removal of these functions would fundamentally change the job]
Lead and manage a team of Customer Success personnel, providing guidance, coaching, and support to ensure the team's success in achieving customer satisfaction and retention goals.
Monitor, evaluate, and hold team members accountable to established KPIs, productivity expectations, quality standards, attendance requirements, and customer experience goals.
Sets clear performance expectations and goals for the team, monitoring individual and team performance, and providing regular feedback and performance evaluations.
Conduct regular performance evaluations and provide constructive feedback to team members.
Provide ongoing coaching, mentorship, corrective feedback, and professional development to improve employee performance, engagement, and service consistency.
Identify training and development needs and create improvement plans as necessary.
Manage the application and workflow of customer success team members.
Make sure that the customer success environment is conducive to work.
Maintain a high team morale.
Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices.
Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
Develop training materials, manuals, and resources to support ongoing learning and development.
Conduct training sessions on product knowledge, customer success skills, and company processes.
Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution.
Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.
Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion.
Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness.
Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.
Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate.
Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.
Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
Make sure that the customer success environment is conducive to work.
Maintain a high team morale.
Develop and deliver training programs and resources to enhance the skills and knowledge of the customer success team, keeping them updated on company processes, products, systems, and customer service best practices.
Assist in the design and delivery of comprehensive training programs for new Customer Success associates.
Conduct orientation sessions to onboard new hires and ensure a smooth transition into their roles.
Develop training materials, manuals, and resources to support ongoing learning and development.
Conduct training sessions on product knowledge, customer success skills, and company processes.
Foster a customer-centric culture within the team, emphasizing the importance of understanding customer needs, delivering proactive support, and building strong relationships.
Promote a compassionate, solutions-oriented customer experience by modeling empathy, professionalism, patience, and effective conflict resolution.
Serve as a leader in shaping and improving the overall customer journey by identifying service gaps, improving workflows, and advocating for customer-focused solutions.
Act as an escalation point for customer issues, providing guidance and support to resolve challenges effectively and ensuring timely resolution.
Build and maintain strong relationships with key customer accounts, acting as a strategic advisor and champion for their success.
Relationship Building: Establish and maintain strong relationships with customers, demonstrating empathy, active listening, and a genuine interest in their needs, to foster long-term loyalty.
Assist team members in managing customer accounts, addressing inquiries, and resolving issues in a timely and effective manner.
Enforce company policies, procedures, service expectations and operational standards consistently, while exercising sound judgment and discretion.
Ability to balance customer advocacy with company policies and operational requirements while maintaining professionalism and fairness.
Develop and implement strategies and processes to drive customer success and maximize customer value, collaborating with cross-functional teams to align efforts.
Analyze customer data and metrics to identify trends, opportunities, and areas for improvement, and provide actionable insights to the team.
Tracks, analyzes, and communicates key quantitative metrics and business trends to team members and internal teams.
Customer Success Metrics: Meet or exceed key performance indicators (KPIs) and service level agreements (SLAs). For example: customer satisfaction ratings, response time, resolution time, and first call resolution rate.
Documentation and Reporting: Maintain accurate and detailed customer interaction records, documenting inquiries, issues, and resolutions in our CRM system.
Utilizes CRM to keep track of customer data, opportunities, logging calls and relevant notes
Product Knowledge: Develop a high level understanding of our products and services, staying up to date with their features, benefits, and applications to effectively address customer inquiries and provide accurate information.
Process credit card payments, resolve failed transactions, and monitor for potentially fraudulent activities.
Provide information on Shar Music Loyalty Points program and set up customer accounts.
Assist with collections for Rentals and SharWay programs.
Cross selling relevant products and services.
Follow pricing and margin control to ensure profitability.
Understand the shipping process to provide client accurate shipping times and expectations.
Collaborate with Sales, Product, and Support teams to ensure a seamless customer experience, advocate for customer needs, and drive customer retention and expansion.
Stay up to date with industry trends, customer success methodologies, and emerging technologies, and share knowledge and best practices with the team.