Position Overview

The Customer Success Manager (CSM) is responsible for capturing, analyzing, and translating customer feedback and social media reviews into actionable business insights that improve the customer experience, drive a positive social presence, and support strategic decision-making. This role will monitor various customer feedback channels and social media platforms such as Facebook, X (Twitter), Trustpilot, BizarreVoice, and others; identifying leading-edge indicators within product reviews indicative of product quality or support services deficiencies. The CSM will contribute to Customer Service’s objectives of developing proactive solutions that further drive a best-in-class customer experience. 

The ideal candidate combines strong analytical skills with customer empathy and has experience managing customer feedback programs, survey platforms, and reporting initiatives.

Responsibilities

Customer Feedback Program Management

• Develop and manage a North America Sporting Goods (NASG) “Voice of the Customer” that encapsulates customer feedback and social media platform channels 

• Design and administer customer surveys including NPS, CSAT, CES, and post-interaction surveys 

• Monitor customer sentiment across surveys, reviews, support interactions, and social channels 

• Maintain customer feedback databases and reporting systems 

Insights & Analytics

• Analyze qualitative and quantitative customer feedback to identify trends, root causes, and opportunities 

• Create dashboards, reports, and executive summaries that communicate customer insights clearly 

• Translate customer feedback into actionable recommendations for leadership and business teams 

• Measure and track customer experience KPIs over time 

Cross-Functional Collaboration

• Partner with Product, Operations, and Customer Support teams to improve customer experience initiatives 

• Facilitate regular Voice of the Customer review meetings with stakeholders 

• Advocate for customer-centric decision-making across the organization 

• Support customer journey mapping and process improvement initiatives 

Process Improvement

• Identify recurring customer pain points and recommend solutions 

• Assist with implementation and tracking of customer experience improvement projects 

• Establish closed-loop feedback processes to ensure customer concerns are addressed effectively

Marginal Job Functions:

• Other projects as needed.

Education:

• Bachelor’s degree in Business, Marketing, Communications, Psychology, or related field

Experience:

• 3–5+ years of experience in customer support, customer experience, or related roles 

• Experience with survey and feedback tools such as Qualtrics, Medallia, SurveyMonkey, or similar platforms 

• Strong analytical and reporting skills 

• Advanced proficiency in Excel and presentation tools 

• Excellent written and verbal communication skills 

• Ability to manage multiple projects and stakeholders simultaneously

• Experience with CRM systems such as Salesforce

• Knowledge of customer journey mapping and CX methodologies 

• Experience with dashboard/reporting tools such as Power BI or Tableau 

• Background in data analysis or market research

Other Requirements:

• Zendesk, MS CRM, SAP, Shopify, Facebook reviews, Trustpilot, BizarreVoice, Sprout

Skills

• Customer-centric mindset 

• Strategic thinking 

• Data interpretation and storytelling 

• Communication and presentation skills 

• Collaboration and influence 

• Problem-solving and continuous improvement 

• Attention to detail

• Demonstrated effective interpersonal, verbal, and written communication skills.

• Strong sense of initiative and a sense of urgency, demonstrated by accomplishing tasks, improving current work processes, and assisting others when necessary.

• Unwavering attention to detail and commitment to world-class quality.

• Ability to embrace deadlines.

• Able to project a positive and professional demeanor to all internal and external contacts.

Benefits:

We offer an excellent compensation package and team-oriented work environment with growth opportunities. Some of our outstanding benefits include:

· Health & Dental Insurance

· Company paid Life Insurance

· 401(k)

· Paid Time Off benefits

· Product discounts

· Wellness programs