Team Manager, Customer Success Consultant

Staples is a business-to-business company that emphasizes customer success. In this role, you will lead a team of Customer Success Consultants, focusing on guiding, coaching, and developing them to ensure exceptional customer experiences and operational excellence.

Responsibilities:

• Lead, coach, and performance-manage a team of Customer Success Consultants supporting enterprise and complex customers
• Drive Customer Success strategy by fostering a culture of ownership, accountability, and execution
• Partner closely with Sales leadership to ensure strong collaboration and aligned routines
• Optimize team efficiency through effective delegation, workflow management, and process consistency
• Serve as the primary escalation point for complex customer issues and resolution coordination
• Use data and insights to identify trends, coaching opportunities, and service improvements
• Support onboarding, training, and continuous development through feedback and development planning
• Identify opportunities to reduce customer friction through automation and process improvement
• Manage special projects and customer initiatives aligned to evolving business priorities

Requirements:

• Bachelor's degree required
• 3+ years of experience in a customer-facing role
• Experience supporting or partnering with sales teams
• Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint
• Strong written and verbal communication skills
• Strong people leadership skills with experience coaching and developing teams
• Exceptional problem-solving skills with a bias toward action
• Proven ability to collaborate cross-functionally in a matrixed environment
• Strong data acumen with the ability to translate insights into action
• Excellent organizational and time-management skills
• Strategic thinker who can act decisively in real-time situations
• Customer-first mindset with professionalism under pressure
• Resilience and adaptability in a fast-paced support environment
• Prior people management or team leadership experience
• Experience in a sales or customer success organization
• Advanced proficiency in Excel and Salesforce.com
• Project management experience
• Experience handling escalations and complex customer situations