Customer Success Manager

Stock Navigators is a company focused on enhancing student experiences through effective customer success strategies. The Customer Success Manager will lead the department, ensuring exceptional student engagement, retention, and operational excellence while collaborating with cross-functional teams to improve the overall customer journey.

Responsibilities:

• Lead, coach, and develop a high-performing team of Customer Success Representatives through regular one-on-ones, feedback, and performance management
• Set clear expectations, drive accountability, and foster a culture of ownership, continuous improvement, and exceptional customer service
• Recruit, hire, onboard, and develop new Customer Success team members
• Own the vision and strategy for the Customer Success department, continuously improving the student journey
• Develop initiatives that increase student engagement, retention, and long-term student success
• Partner cross-functionally with Sales, Marketing, Product, and Operations to create a seamless customer experience and support company growth
• Build and improve scalable SOPs, workflows, playbooks, and internal processes
• Analyze department performance and customer trends to identify opportunities for improvement
• Own Customer Success KPIs and drive results across refund retention, onboarding attendance, student engagement, payment recovery, and student advocacy
• Present performance updates and strategic recommendations to leadership
• Lead department initiatives that improve efficiency, scalability, and the overall student experience
• Ensure students receive an exceptional experience across every stage of their journey
• Coach and support Customer Success Representatives through complex customer escalations while ensuring company policies are applied consistently and professionally
• Monitor service quality and implement initiatives that continuously improve the customer experience

Requirements:

• 5+ years of leadership experience in Customer Success, Customer Experience, Operations, or a related field
• Proven ability to improve customer retention, team performance, and operational efficiency
• Strong strategic thinking, analytical, and problem-solving skills
• Experience building scalable systems, SOPs, and workflows
• Exceptional leadership, coaching, and communication skills
• Highly organized with strong project management skills
• Tech-savvy and comfortable working in a fast-paced environment