Manager, Customer Success

**About us**:
At Cognira, we strongly believe that people are the biggest asset of our company. Our hand-picked team consists of passionate, collaborative, and forward-thinking individuals from all over the globe. We are passionate about making science easy and accessible to retailers, helping them get more value from people, data, and systems. We bring together expertise in retail, science, and scalable technologies to automate and enhance the quality of decision-making through software and consulting services.

For the last three years in a row, Cognira has been recognized as one of the fastest-growing companies in North America. We are proud to have a growing team of domain experts and data scientists, as well as a culture that fosters strong and long-lasting relationships with our clients.

**Our Values**:

- Stand up for what’s right
- Customers are always first
- Think like an Entrepreneur. Act like a CEO.
- Learn, Unlearn, Relearn
- No brilliant jerks allowed
- All work and no play is no fun at all

**Our Locations**:

- Atlanta, GA, US
- Tunis, Tunisia
- Istanbul, Turkey
- Paris, France
- Caldas da Rainha and Porto, Portugal

**Important: Please submit your resume in English only.**

**About this role**:
As Manager, Customer Success & Technical Support, you will lead our customer success and support teams to ensure an outstanding experience for our clients. You will play a key role in driving customer engagement, ensuring timely issue resolution, and proactively identifying opportunities to improve our support processes.

This role requires a blend of leadership, technical understanding, and customer relationship management, ensuring that both proactive and reactive support are handled efficiently and effectively. You will also work closely with Sales, Product, and Engineering teams to advocate for customer needs and ensure alignment with Cognira’s broader business goals.

**What you’ll do**:

- Lead and mentor the customer success and technical support team, fostering a high-performance, customer-first culture.
- Oversee daily support operations, ensuring timely issue resolution and high customer satisfaction.
- Coordinate and participate in on-call support, ensuring 24/7 coverage for critical issues, including US hours as needed.
- Develop and implement scalable support processes, including ticketing workflows, escalations, and knowledge base management.
- Track and optimize key performance metrics (KPIs) for customer satisfaction, response time, and resolution efficiency.
- Act as a senior escalation point for high-priority customer issues, working cross-functionally to resolve complex challenges.
- Collaborate with Product and Engineering teams, providing customer insights to improve the product and roadmap.
- Manage customer onboarding and training, ensuring smooth adoption of Cognira’s solutions.
- Support clients during product updates and system maintenance, ensuring seamless transitions.
- Maintain proactive customer communication, keeping clients informed on issue resolutions, updates, and best practices.
- Own team development efforts, including hiring, onboarding, performance assessments, and career growth planning for engineers and support specialists.
- Define success metrics for engineers, assess skill gaps, and drive continuous learning and improvement.
- Foster a strong team culture, providing mentorship, coaching, and structured feedback to drive performance and engagement.

**Required skills**:

- Proven experience (5+ years) in customer success, technical support, or related roles, with at least 2 years in a leadership position.
- Strong leadership and team management skills, with a track record of coaching and developing high-performing teams.
- Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams.
- Strong problem-solving and analytical skills, with the ability to manage complex customer issues and drive process improvements.
- Experience managing customer support operations, including ticketing systems, knowledge bases, and customer feedback loops.
- Ability to balance strategic leadership with hands-on involvement in day-to-day support activities.
- Comfortable working in a technology-driven, fast-paced environment.

**Nice to have**:

- Experience in SaaS-based enterprise software customer support.
- Familiarity with JIRA, Confluence, or similar support and documentation tools.
- Experience working with retail technology or AI-driven solutions.
- Understanding of agile methodologies and cross-functional collaboration.
- Experience driving customer retention and engagement strategies.

**What we offer**:

- Competitive salaries and benefits
- You get 21 days of PTO & major national holidays (varies by location)
- Work/life balance
- A flexible, diverse work environment
- Great company culture
- Respectful, innovative team
- Referral Program Bonus
- Social events and after-work activities
- IT kit an