Sr Manager, Customer Success

at  Sweetgreen

The Sr Manager, Customer Success will design and oversee the creation and execution of strategies to optimize the customer support experience. They will create and implement a variety of solutions that will support continuous improvement (in-bound support, recovery, and insights) as well as build customer retention and frequency through outreach. You are responsible for developing, monitoring, and reporting on the success of the customer experience and its impact on sweetgreen’s business.
You will act as the voice of the customer in the business, driving the improvement of performance measures, metrics, and service-level agreements across the organization with the aim of streamlining and improving the customer support and associated metrics. This role will support our operators in driving continuous improvement, by ensuring performance visibility and clearly surfacing action items drawn from analysis.
The Sr Manager, Customer Success will work to identify opportunities to leverage systems, standardization, data analytics, automation, and technology to drive results and lower costs while ensuring a 5 star customer experience that connects our guests to the sg community. You will manage a high-performing team and manage vendors and resource allocation.
The role will manage a team of Customer Success Specialists, as well as our BPO team, Partner Hero. You will manage the performance of our outsourced support team across key performance metrics to ensure a consistent and positive support experience.

Please refer the Job description for details