Human Resources (HR) Manager

Job Description

Job Description

We are a fast-growing, tech-driven organization leveraging artificial intelligence to create smarter solutions for our clients. Our mission is to deliver cutting-edge technology with an exceptional customer experience. We’re seeking a passionate and data-driven Customer Success Manager to lead our client engagement and support operations. THIS WILL BE A FULLY IN OFFICE ROLE IN BRICKELL IN MIAMI, FLORIDA.

Position Overview

The Customer Success Manager (CSM) will be responsible for ensuring customers achieve maximum value from our AI-driven products and services. This role requires a strong understanding of client lifecycle management, ticketing systems, and performance metrics. The ideal candidate will be a natural problem solver who enjoys optimizing processes, mentoring a team, and creating a customer-first culture.

Key Responsibilities

• Lead and manage the Customer Success and Support teams to ensure customer satisfaction and retention.
• Implement and oversee ticketing systems (such as Zendesk, Jira, Salesforce, or similar platforms) for issue tracking and resolution.
• Develop and maintain customer success playbooks, training materials, and performance dashboards.
• Monitor team KPIs including response time, resolution rate, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Collaborate cross-functionally with product, engineering, and sales teams to escalate customer feedback and improve product performance.
• Conduct regular business reviews with key clients to ensure their objectives are being met.
• Coach and mentor team members to improve efficiency, technical knowledge, and customer engagement skills.
• Identify opportunities for upselling or expanding client use of products based on usage data and feedback.

Qualified candidates please apply and reach out to STEFANIE FURNISS at 786-897-7903

Qualifications

What We Offer

Qualified candidates please apply and reach out to STEFANIE FURNISS at 786-897-7903