Customer Success Manager

Description

Position Overview

The Customer Success Manager (CSM) is responsible for capturing, analyzing, and translating customer feedback and social media reviews into actionable business insights that improve the customer experience, drive a positive social presence, and support strategic decision-making. This role will monitor various customer feedback channels and social media platforms such as Facebook, X (Twitter), Trustpilot, BizarreVoice, and others; identifying leading-edge indicators within product reviews indicative of product quality or support services deficiencies. The CSM will contribute to Customer Service’s objectives of developing proactive solutions that further drive a best-in-class customer experience. 

The ideal candidate combines strong analytical skills with customer empathy and has experience managing customer feedback programs, survey platforms, and reporting initiatives.

Responsibilities

Customer Feedback Program Management

• Develop and manage a North America Sporting Goods (NASG) “Voice of the Customer” that encapsulates customer feedback and social media platform channels 

• Design and administer customer surveys including NPS, CSAT, CES, and post-interaction surveys 

• Monitor customer sentiment across surveys, reviews, support interactions, and social channels 

• Maintain customer feedback databases and reporting systems 

Insights & Analytics

• Analyze qualitative and quantitative customer feedback to identify trends, root causes, and opportunities 

• Create dashboards, reports, and executive summaries that communicate customer insights clearly 

• Translate customer feedback into actionable recommendations for leadership and business teams 

• Measure and track customer experience KPIs over time 

Cross-Functional Collaboration

• Partner with Product, Operations, and Customer Support teams to improve customer experience initiatives 

• Facilitate regular Voice of the Customer review meetings with stakeholders 

• Advocate for customer-centric decision-making across the organization 

• Support customer journey mapping and process improvement initiatives 

Process Improvement

• Identify recurring customer pain points and recommend solutions 

• Assist with implementation and tracking of customer experience improvement projects 

• Establish closed-loop feedback processes to ensure customer concerns are addressed effectively

Marginal Job Functions:

• Other projects as needed.

Requirements

Education:

• Bachelor’s degree in Business, Marketing, Communications, Psychology, or related field

Experience:

• 3–5+ years of experience in customer support, customer experience, or related roles 

• Experience with survey and feedback tools such as Qualtrics, Medallia, SurveyMonkey, or similar platforms 

• Strong analytical and reporting skills 

• Advanced proficiency in Excel and presentation tools 

• Excellent written and verbal communication skills 

• Ability to manage multiple projects and stakeholders simultaneously

• Experience with CRM systems such as Salesforce

• Knowledge of customer journey mapping and CX methodologies 

• Experience with dashboard/reporting tools such as Power BI or Tableau 

• Background in data analysis or market research

Other Requirements:

• Zendesk, MS CRM, SAP, Shopify, Facebook reviews, Trustpilot, BizarreVoice, Sprout

Skills

• Customer-centric mindset 

• Strategic thinking 

• Data interpretation and storytelling 

• Communication and presentation skills 

• Collaboration and influence 

• Problem-solving and continuous improvement 

• Attention to detail

• Demonstrated effective interpersonal, verbal, and written communication skills.

• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary.

• Unwavering attention to detail and commitment to world-class quality.

• Ability to embrace deadlines.

• Able to project a positive and professional demeanor to all internal and external contacts.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs

EOE/M/W/Vet/Disability