You’ll be joining our ThriveOps Department—dedicated to delivering exceptional products and services that empower our customers to thrive. As a DevOps-driven organization, we integrate development, security, operations, and customer advocacy to ensure seamless software delivery, reliable support, and successful implementations.
Centurion CARES Inc. is seeking a Customer Success Center Manager to join our ThriveOps department. The person in this role will drive customer satisfaction by leading support specialists, trainers, and implementation professionals to ensure seamless onboarding, efficient issue resolution, and ongoing success. As part of the ThriveOps leadership team, the Customer Success Center Manager collaborates with the Director of Engineering and Product Development and the Project Manager to oversee workload balancing, resource allocation, and project assignments. Together, they help form cross-functional work pods, ensuring support staff, QA specialists, installers, and engineers are effectively assigned to the right initiatives. A key advocate for our customers, the Customer Success Manager owns the post-sale experience, ensuring that our products are effectively implemented, fully adopted, and consistently supported. This position may follow a flexible hybrid schedule, with up to three days in-office per week.

REQUIRED QUALIFICATIONS & SKILLS:

• 5+ years of experience in customer support, customer success, or technical account management in a software or SaaS environment.
• Strong technical background with an ability to understand software integrations, troubleshooting, and DevOps principles.
• Familiarity with Agile and DevOps is a plus.
• Ability to learn new software, products, and/or services.
• Excellent organizational, communication, and problem-solving skills.
• Strong leadership and conflict resolution skills.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.

EDUCATION:

• Bachelor’s degree preferred.

• Lead and manage the Customer Success Center team, ensuring timely and effective responses to customer inquiries, troubleshooting, and escalations.
• Act as the primary advocate for customers, ensuring that feedback is incorporated into product roadmaps and process improvements.
• Lead hiring, training, scheduling, and performance evaluations to optimize team effectiveness and productivity.
• Enforce company policies, handling disciplinary actions and terminations as needed.
• Oversee customer onboarding, training, and installations while developing documentation and resources to enhance customer self-sufficiency.
• Track Service-Level Objectives (SLOs) for customer support, monitor customer interactions, and lead blameless postmortems to drive continuous improvement.
• Collaborate cross-functionally with other teams to ensure product stability, seamless integrations, and efficient installations.
• Performs other related duties as assigned.