Customer Success Manager

• Lead and support Customer Support Agents based across Sofia and Quebec
• Own individual and team performance, development, and engagement
• Conduct regular 1:1s and coaching sessions
• Provide constructive feedback, recognise strong performance, and address performance issues
• Build an accountable and collaborative team culture across locations and time zones
• Monitor CSAT, quality, accessibility, productivity, and repeat-contact metrics
• Investigate performance trends and their underlying causes, and determine appropriate actions
• Use data, customer feedback, and observations to identify improvement opportunities
• Keep management informed with clear updates, context, and recommended actions
• Ensure Quebec-based remote team members receive equal context, communication, feedback, support, and development opportunities
• Develop understanding of the Quebec market, customers, recurring issues, and operational needs
• Identify market-specific gaps and process opportunities, resolve team-level issues, and involve relevant stakeholders when needed
• Follow issues through to resolution and help build processes as the Quebec operation grows
• Collaborate with Product, CRM, Payments, Risk, Training, Quality, Engineering, and other teams
• Share Support insights and feedback with stakeholders and follow up on cross-functional actions

Customer Success Team Lead

• Improve on-time delivery, quality, and customer satisfaction
• Track and monitor multiple customer orders and partner jobs
• Provide customer and partner service through relationship-building and timely order updates
• Apply technical knowledge or subject matter expertise in manufacturing design and production
• Oversee suppliers through phone assessments, schedule creation, quality reviews, and corrective actions
• Assess manufactured-part rejections and resolve issues with suppliers and customers
• Manage customer complaints resulting in product replacements
• Report status, risks, and recovery efforts for troubled orders and jobs
• Document case activity in the central database
• Use company technology platforms and comply with the Quality Management System
• Monitor supplier quality metrics
• Coordinate with Engineering, Customer Care, Quality, Sales, and Shipping teams
• Communicate with suppliers, customers, and leadership
• Participate in simplifying and automating complex processes
• Perform work in compliance with Xometry quality and safety systems, policies, and procedures

Customer Success Manager jobs in Bulgaria

Customer Success Team Lead

Manufacturing Customer Success Manager