Customer Success Manager

Job description

Description Position Overview: The Customer Success Manager (CSM) is responsible for capturing, analyzing, and translating customer feedback and social media reviews into actionable business insights that improve the customer experience, drive a positive social presence, and support strategic decision-making. This role will monitor various customer feedback channels and social media platforms such as Facebook, X (Twitter), Trustpilot, BizarreVoice, and others; identifying leading-edge indicators within product reviews indicative of product quality or support services deficiencies. The CSM will contribute to Customer Service’s objectives of developing proactive solutions that further drive a best-in-class customer experience. The ideal candidate combines strong analytical skills with customer empathy and has experience managing customer feedback programs, survey platforms, and reporting initiatives. Responsibilities: Customer Feedback Program Management: - Develop and manage a North America Sporting Goods (NASG) “Voice of the Customer” that encapsulates customer feedback and social media platform channels - Design and administer customer surveys including NPS, CSAT, CES, and post-in...