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: 

• Exceptional, independent problem solver 

• Bias to action and a sense of urgency 

• Understanding of the internal landscape, business logic and systems 

• Ability to work with cross-functional groups, secure positive outcomes for customers.  

• Strong data acumen, able to identify trends and patterns in associate and customer performance 

• Strong organizational and time management skills and ability to multitask 

• Ability to think strategically combined with ‘on your feet’ thinking 

• Detail-oriented with a high level of personal accountability 

• Ability to excel in a fast-paced environment and challenging atmosphere that presents a  

• significant and consistent workload 

• Strong customer service skills with the ability to maintain a professional attitude and demeanor while managing multiple deadline-oriented projects 

What’s needed- Basic Qualifications: 

• Bachelor’s degree in a related field or equivalent work experience. 

• Minimum of 3 years’ professional experience in a customer facing role. 

• Proficiency with Microsoft Office Suite, Excel, Sunrise, Salesforce.com 

What’s needed - Preferred Qualifications: 

• Management experience 

• Project Management experience 

• Familiarity with industry-specific software and technologies. 

• Proven ability to drive process improvement initiatives. 

• Experience working in sales organization(s), directly with Sales 

• Advanced knowledge of Excel and Salesforce.com 

We Offer: 

• Inclusive culture with associate-led Business Resource Groups 

• Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays) 

• Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more! 

•  

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. 

• Exempt bonus eligible: 

• The salary range represents the expected compensation for this role at the time of posting. The specific base pay may be influenced by a variety of factors to include the candidate's experience, skill set, education, geography, business considerations, and internal equity.  In addition to base pay, this role may be eligible for bonuses, or other forms of variable compensation.