Customer Success Manager - US Client Programs

Your missionWe are looking for a Customer Success Manager to join us as soon as possible at our office in Miami. As an Customer Success Manager, you will take responsibility for a customer service & sales project for one of our well-known clients, overseeing both operational and process-related aspects. You will lead up to 5 Team Leads, each managing up to 25 independently contracted agents who report directly to them.This role offers a unique opportunity to establish and lead a new sales team for one of our clients in the vacation rental industry. You will play a key role in building the team for an industry-leader from the ground up - shaping the strategy, defining processes, and driving performance to achieve ambitious growth targets. Working closely with senior leadership, you will have the chance to make a direct impact on yoummdays expansion into the U.S. market, while developing and motivating a high-performing team that delivers exceptional results.Project Management & Account Management: You act as the primary point of contact for our clients, implement their specific requirements into our processes, and ensure high-quality execution in close coordination with your reporting Team Leads.Leadership & Coaching: You empower and coach your remote customer care team leads to act independently while inspiring them to motivate their teams to peak performance-always with the goal of maximizing customer satisfaction and sales performance.Analytical Mindset: You analyze all relevant KPIs of your project, quickly identify areas for improvement, and proactively drive timely optimizations.Stakeholder Management: You coordinate all internal and external stakeholders to ensure seamless processes and positive outcomes. You proactively drive process improvements and collaborate closely with the operations management team.Your skillsetEducation & Experience: You have a completed professional qualification and bring solid experience in sales management, project management and team leadership, ideally in a contact center or customer service environment.Sales Leadership: You have a proven track record in building, leading, and motivating high-performing sales teams. You excel at setting clear targets, monitoring KPIs, and driving revenue growth while maintaining customer satisfaction.Language Skills & Client Needs: You understand the needs of our clients, communicate confidently at eye level, and know how to manage projects efficiently. You speak fluent English, being comfortable communicating in Spanish is a plus.Motivating and convincing: As a communication expert, you can inspire and motivate people through persuasion, energy, and expertise-even in a remote work environment.Results-Oriented: You combine a strong commitment to quality with a sharp focus on achieving sales results. You work in a structured manner, and can adapt flexibly to fast-changing situations.Confident Presence: You have a confident and self-assured presence, enjoy working in cross functional and intercultural teams, and bring a good sense of humor.Your winning dealYour Benefits: We believe great work deserves great benefits. Enjoy a generous number of paid time off (PTO) days to recharge and unwind as well medical, dental, vision insurance.Your Footprint: A role in a profitable company where you have the freedom and trust to shape its future while working with us on the "future of work."Our Values: We pride ourselves on an open, authentic culture and a strong, dynamic, and humorous team that looks forward to making bold decisions and exploring new paths together to drive sustainable success.Your Opportunity: From day one, you will have the chance to take on responsibility, drive innovation, and grow both the company and yourself alongside a team of experts.