Customer Success Manager

As the leading RV rental and camping expert with over 90 stations across Europe and North America. Road trips and outdoor adventures are our passion – we not only offer the latest camper vans and RV models, we also provide tips and tricks for an amazing vacation. The roadsurfer philosophy is simple: rent an RV, start your adventure, and be happy.

Our ultimate goal is happy road surfers!

We're looking for an experienced, hands-on Customer Success Manager to lead the team that supports roadsurfer travelers while they're out on the road. When a customer has an issue with their RV, needs roadside support, or has a question about pickup or return, our Customer Success Team is who they turn to. Our customers are often far from home, and not every situation has a simple fix.

Your team's job is to stay calm, be clear about the options, and help each customer find the best way forward.

You'll manage both people and process across a lot of moving parts, so this role suits someone who is quick, agile, and at home in a startup environment. You'll also work closely with Maintenance & Repair, Logistics, Operations, Finance, and HR to keep improving the customer experience across roadsurfer North America.

Our core values of Trustety, Customer At Heart, Fully Hands On, Own Your Ship, and Free Hugs guide how every roadie works.

• Supervise, coach, and develop your team, building a positive, productive culture aligned with company goals and values.

• Coach the team to set clear, honest expectations, explain options with empathy, and know when to elevate.

• Monitor individual and team performance, set goals, give regular feedback, and address performance challenges.

• Mentor team members, support their professional development, and serve as the team's lead escalation point.

• Coordinate staffing, create weekly schedules, and approve timesheets to ensure proper coverage and workload distribution.

• Ensure the team follows company policies, service standards, SOPs, and training materials.

• Serve as the primary escalation point for complex customer situations, including RV issues on the road, roadside support needs, and pickup and return questions.

• Help customers find the best path forward in stressful situations, even when there's no simple fix.

• Manage the customer claims process for North America.

• Review North America compensation and refund requests and elevate them to leadership with a recommended resolution that balances the interests of the customer and the company.

• Lead complaint investigation and resolution for customers and internal departments.

• Manage and prioritize customer inquiries across multiple channels, including phone and email, so customers get timely responses.

• Support customers from diverse backgrounds around the globe with patience and care.

• Manage daily operations and oversee our ticketing and phone CRM systems so customer issues are tracked, followed up, and resolved to service standards.

• Track and analyze department KPIs, including response time, ticket processing, customer satisfaction, and issue resolution, and use the data to make quick decisions that keep the team on target.

• Manage the Customer Success Team operating budget, monitoring labor, overtime, and supply costs and finding cost-efficiency opportunities.

• Identify…