Customer Success Manager (Full-Time) (Greater Toronto Area)

About the Role We are seeking a proactive and experienced Customer Success Manager to join our team full-time at Publish Experts. In this role, you will oversee daily customer support operations, lead a team of customer service representatives, and ensure an exceptional customer experience across all touchpoints. If you are passionate about customer satisfaction, team leadership, and operational excellence, we'd love to hear from you. Position Details - Job Title: Customer Success Manager - Employment Type: Full-Time - Location: Remote - Working Hours: Monday to Friday, 2:00 PM – 10:00 PM Western European Time (WET) Key Responsibilities - Manage and oversee day-to-day customer support operations - Lead, mentor, and support customer service representatives - Handle escalated customer inquiries, concerns, and complaints - Drive high levels of customer satisfaction and retention - Monitor team performance metrics and identify opportunities for improvement - Develop and implement processes to enhance service quality and efficiency - Collaborate with internal teams to ensure seamless customer experiences - Maintain clear communication across departments regarding customer feedback and issues Requirements - Previous experience in customer success, customer service, or team management - Strong leadership, communication, and interpersonal skills - Excellent problem-solving abilities and attention to detail - Ability to manage multiple priorities in a rapid-paced environment - Comfortable working remotely and independently - Availability to work during Western European Time business hours Preferred Qualifications - Experience managing remote customer support teams - Familiarity with CRM and customer support platforms - Strong analytical mindset with experience tracking performance metrics What We're Looking For We're looking for someone who takes ownership, communicates effectively, and genuinely cares about delivering outstanding customer experiences. The ideal candidate is both customer-focused and operationally minded, with the ability to lead a team while continuously improving processes and outcomes. If you're ready to help build exceptional customer experiences and lead a high-performing team, we encourage you to apply. Apply on Kit Job: kitjob.ca/job/2pspsn