Manager, Customer Success
Chicago, IL
Operations – Deployment and Support /
Full-time, Permanent /
Hybrid
The Manager, Customer Success Team is responsible for overseeing a team of Customer Success Managers, ensuring customers receive exceptional support and value from Coates’ solutions. This role focuses on delivering high-quality account management, meeting service commitments, and fostering strong customer relationships to support retention and satisfaction goals. The Manager serves as a hands-on leader, working closely with the Director of Customer Success to execute departmental strategies.
- Team Leadership & Coaching: Lead, mentor, and develop team members to ensure strong performance, professional growth, and alignment with Customer Success best practices.
- Customer Account Oversight: Monitor the health of assigned accounts, ensuring prompt resolution of issues, proactive engagement, and achievement of retention goals.
- SLA Management: Track team performance against SLAs, identify gaps, and collaborate with Support Delivery Leaders to ensure targets are met.
- Process Execution: Implement and reinforce customer engagement processes, service delivery standards, and reporting requirements established by the Director of Customer Success.
- Escalation Handling: Serve as the first point of escalation for customer concerns, resolving issues promptly and escalating to the Director when necessary.
- Cross-Functional Collaboration: Partner with Support Operations, Sales, and Product teams to ensure customers’ needs are communicated and addressed.
$68,000 - $86,000 a year
Education: Bachelor’s Degree in Business, Engineering, Computer Science, or related field preferred.
Experience: Minimum 2–3 years in a Customer Success, Account Management, or Technical Support leadership role, preferably in a B2B SaaS environment.
Skills: Strong communication, team leadership, and customer relationship management skills; ability to manage multiple priorities.
Tools: Proficiency with Microsoft Excel, CRM platforms (Salesforce preferred), and familiarity with QSR industry practices is an advantage
