About the Customer Success Manager Role at Robert Half

Join Robert Half as a Customer Success Manager in the heart of Miami, Florida, United States. This full-time, onsite position in the dynamic Brickell neighborhood offers a unique opportunity to lead customer support operations, drive team excellence, and elevate customer satisfaction to new heights. As a key player in our operations, you'll manage high-volume inquiries, optimize workflows, and ensure top-tier service delivery using industry-leading tools like Zendesk and Jira. With a salary starting at $45,000 USD annually, this role is perfect for professionals passionate about customer success, data analysis, and team leadership. Robert Half, a global leader in professional staffing, provides a supportive environment where your skills can thrive in Miami's thriving business landscape.

Why This Role Stands Out in Miami's Job Market

Miami's booming economy demands exceptional customer success professionals. This position emphasizes KPIs like First Response Time (FRT), Average Resolution Time (ART), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), ticket volume, agent productivity, QA scores, escalation rates, SLA compliance, and churn indicators. You'll play a pivotal role in maintaining these metrics, making a tangible impact on business growth. Ideal for SEO-optimized careers in customer success management, this job aligns with high-demand skills in Florida's tech and service sectors.

Key Responsibilities

The Customer Success Manager oversees daily operations to deliver positive customer experiences. Core duties include:

• Supervising and coaching team members to meet performance goals.
• Monitoring ticket queues in systems like Zendesk or Jira for timely resolutions.
• Analyzing performance metrics, preparing detailed reports, and identifying trends.
• Implementing process improvements to boost efficiency and customer satisfaction.
• Ensuring adherence to SLAs and tracking KPIs such as FRT under 2 hours, ART below 24 hours, CSAT above 90%, and NPS over 70.
• Fostering a collaborative, customer-focused culture through training and feedback.
• Managing escalations, backlog reduction, and agent utilization for balanced workloads.
• Conducting quality assurance reviews to uphold interaction standards.

Expect a fast-paced environment handling high ticket volumes while driving continuous improvement in Miami's competitive market.

Required Qualifications

To excel, candidates need:

• 2+ years in customer success, support, or operations management.
• Hands-on experience with ticketing platforms (Zendesk, Jira, etc.).
• Strong analytical skills for metrics, reporting, and trend analysis.
• Proven leadership in team supervision and coaching.
• Exceptional communication skills for customer and stakeholder interactions.
• Data-driven approach to problem-solving and optimization.
• Familiarity with KPIs like CSAT, NPS, SLA compliance, and churn metrics.
• Bachelor's degree in Business, Communications, or related field preferred.
• Availability for onsite work in Brickell, Miami, FL.

Robert Half values diverse backgrounds and seeks motivated individuals ready to contribute to our success.

Why Join Us at Robert Half?

Robert Half offers more than a job—it's a career launchpad in Miami. Enjoy competitive pay, professional development, and a collaborative culture. Work onsite in Brickell's upscale setting, surrounded by innovation hubs. We provide training on advanced tools, performance incentives, and pathways to senior roles. Contribute to customer retention strategies that power global businesses. Qualified candidates, apply now and contact Stefanie Furniss at 786-897-7903. Shape the future of customer success with us! (Word count: 728)