Customer Success Team Manager

Join our dynamic team as we drive innovation and excellence in a collaborative, fast-paced environment. This role offers you the chance to make a meaningful impact while advancing your career alongside passionate professionals. If you’re looking for an opportunity to grow, contribute, and be recognized for your achievements, this is the place for you. 

The Team Manager, Customer Success is Staples' frontline leader for our Customer Success Consultant teams, responsible for overseeing the support and account management activities of their assigned team and book of business. This team manager plays a critical role in hiring, training, coaching, and managing performance of their team and serves as the main point of contact for support and escalation of matters for their designated sales leadership counterpart(s). This leader also serves as the principal driver of Staples' Customer Success strategy, creating a culture of ownership, accountability, and execution in connection with supporting Staples' largest customers 

What you’ll be doing: 

• Lead, coach, and develop a team of Customer Success Consultants (CSCs), including hiring, training, performance management, and fostering continuous development. 

• Optimize processes and drive efficiency by leveraging individual and team strengths, standardizing best practices, and maintaining onboarding/training resources. 

• Promote a culture of accountability and proactive ownership in customer support activities. 

• Collaborate with Sales and cross-functional partners to ensure effective teamwork and successful execution of Customer Success strategies. 

• Proactively assess business partner and customer needs, anticipating and removing friction from customer programs and processes. 

• Utilize data to identify trends, coach associates, resolve customer issues, and implement improvements. 

• Research and manage special projects or customer crises; participate in ad hoc initiatives as needed. 

• Oversee and resolve escalated customer issues in partnership with relevant stakeholders. 

• Drive adoption of tools and automation to enhance efficiency for both associates and customers. 

• Continuously seek feedback and implement scalable, self-serve, and automated solutions to improve service delivery. 

What you bring to the table: