Customer Success Manager

roadsurfer

. Supervise, coach, and develop the Customer Success Team .

Posted 10/2/2026full-timeUnited StatesMid-LevelSenior💰 $65,000 - $80,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership and team management skills, with a focus on coaching, mentoring, and performance development. Proficient in managing customer support processes, analyzing KPIs, and ensuring compliance with service standards.

Highest-signal resume keywords

Customer Service ManagementTeam LeadershipKPI AnalysisCRM Systems (Zendesk Preferred)Problem-Solving Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Supervisory ExperienceCustomer Support MetricsOperational ImprovementPerformance DevelopmentTroubleshooting Customer IssuesMultitaskingOrganizational SkillsDocumentation AccuracyStaff SchedulingBudget Management

Soft Skills

Empathetic CommunicationCoachingMentoringCollaborationAttention to Detail

Tools & Technologies

Microsoft OfficeCRM SystemsTicketing PlatformsCall SystemsTraining Materials

Certifications & Qualifications

Valid Driver's LicenseBackground Check Clearance

Industry Keywords

Customer SuccessRV IndustryHospitalityTravelService Standards

Tech Stack

Tools & technologies

SaltStack

About the role

Key responsibilities & impact

Supervise, coach, and develop the Customer Success Team
Build a positive, productive culture aligned with company goals and values
Set expectations, explain options empathetically, and determine when to escalate
Monitor performance, set goals, provide feedback, and address performance challenges
Mentor team members and serve as the lead escalation point
Coordinate staffing, create weekly schedules, and approve timesheets
Ensure compliance with policies, service standards, SOPs, and training materials
Handle complex customer escalations involving RV issues, roadside support, and pickup or return questions
Manage the North America customer claims process
Review compensation and refund requests and recommend resolutions
Investigate and resolve complaints
Manage and prioritize inquiries across phone and email
Oversee ticketing and phone CRM systems
Track and analyze KPIs including response time, ticket processing, customer satisfaction, and issue resolution
Manage the team operating budget and identify cost-efficiency opportunities
Identify operational bottlenecks and improve policies, procedures, workflows, and support practices
Ensure accurate documentation of bookings, changes, and cancellations
Train the team on customer support platforms and de-escalation
Help station teams understand their role in preventing escalations
Build training materials and cross-training initiatives
Train at stations to learn station operations and vehicles
Collaborate with station, sales, operations, maintenance, product, and international teams
Make periodic station visits and connect on-site and remote support
Report objectives and KPIs to senior management, including monthly customer support reports
Recommend initiatives to improve the customer experience across roadsurfer North America

Requirements

What you’ll need

College degree in Business, Hospitality, or a related field and/or 5+ years of experience in a customer service role and in a supervisory capacity
5+ years of supervisory experience in retail/hospitality (RV industry a plus)
Prior experience with, or exposure to, working for an international company strongly preferred
Proven experience troubleshooting customer issues and leading a team in a fast-paced environment
Experience with inbound/outbound call systems
Experience in RV rental, travel, or hospitality is a plus
Strong problem-solving and critical-thinking skills
Superior written and verbal communication skills, including the ability to read and write English
Strong multitasking and organizational skills with close attention to detail
Ability to prioritize and manage a high volume of inquiries across multiple channels
High proficiency with Microsoft Office, CRM systems, and ticketing platforms (Zendesk preferred)
Ability to work independently and collaboratively in a fast-paced environment
Ability to manage people and processes with a hands-on leadership style
Strong leadership and team management skills, including coaching, mentoring, and performance development
Proven ability to drive team performance and achieve customer support metrics
Must live within commuting distance of a roadsurfer station in Las Vegas, Salt Lake City, Dallas, or Phoenix
Open availability, including weekends and holidays as needed
Ability to travel within the US; travel may include Munich headquarters and requires a valid passport
At least 21 years of age
Valid in-state driver's license
Successful background check and driving record review
Ability to perform essential job functions with or without reasonable accommodation
No US visa sponsorship available; must be eligible to work in the United States

Benefits

Comp & perks

Healthcare reimbursement for full-time employees (QSHERA INSURANCE PLAN)
Annual camper rental allowance
401k with 1% matching
Telehealth & Teletherapy through Doctegrity
PTO accrues as you work
48 hours of annual sick leave
Collaborative days (C-Days) at the local station twice per year
Equal employment opportunity and diverse, inclusive workforce commitment