Manager, Customer Success, Quality, Training & Customer Success

Named a Top Workplace in the USA and Top Remote Workplace, Kobie is where the best minds in loyalty come together, driven by passion and innovation. We're always looking for talented individuals who are ready to join a collaborative, growth-focused culture. As a partner to some of the world's most recognized brands, we are leaders in loyalty, helping brands build lasting emotional connections with their consumers.

While our headquarters are nestled in sunny St. Petersburg, Florida, Kobie embraces a flexible work environment, offering teammates the freedom to work remotely. We understand the importance of work-life balance and support our team with:

• Flexible Time Off to recharge when needed

• Nine Company-Wide Holidays

• A diverse suite of benefits prioritizing your growth, development, and personal well-being

Discover more about our perks and benefits here.

Kobie is a values-led organization where we believe that everyone is a leader, regardless of their position or role.

As a remote-first organization headquartered in St. Petersburg, Florida, Kobie values meaningful in-person connection and collaboration that strengthens our teams, supports our clients, and enhances our culture. While travel requirements vary by role, periodic travel may be required to support business objectives, team collaboration, customer engagements, training, and company events. Candidates should be able and willing to travel as needed to fulfill the responsibilities of the role.

This person is accountable for the overall management, leadership, and continuous improvement of the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.

The Customer Success Manager must serve as the in-house steward of operational readiness, agent development, and customer experience excellence. This position is responsible for ensuring agents have the tools, knowledge, support, and resources necessary to deliver exceptional customer experiences while maintaining operational consistency across all supported programs.

The incumbent will lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists and is responsible for ensuring the successful day-to-day execution of training, quality, escalations, and support processes while proactively identifying opportunities to improve scalability, efficiency, automation, and overall organizational effectiveness.

The Customer Success Manager is expected to operate with a high degree of autonomy, exercise sound judgment, and provide leadership that enables the Senior Director to focus on strategic initiatives rather than day-to-day operational oversight. This role is expected to challenge the status quo, embrace innovation, and continuously seek new ways to strengthen the organization through technology, automation, artificial intelligence, and employee development.

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.

• Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.

• Establish performance expectations and ensure accountability for individual and team responsibilities.

• Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences.

• Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs.

• Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs.

• Drive…