Customer Success Manager

Job description

About Ceiba

Founded in 2016, Ceiba is dedicated to simplifying healthcare, particularly in critical care, and enhancing the lives of clinicians, nurses, and patients through innovative technology. Our products are globally recognized and used across five continents and more than ten countries. What began as a small team has now grown to more than 80 people, with offices in Istanbul, New York, and the UAE, and we are continuing to expand.

Join us on this exciting journey. If our mission resonates with you and you wish to learn more or become a part of our dynamic team, dont hesitate to contact us. We look forward to meeting you!

Job Description / Responsibilities:

As Customer Success Team Manager, you will lead a team of 10+ Customer Success Team Members who provide 24/7 technical support to our global customers. Your role will combine operational leadership, technical expertise, and customer relationship management. This is a highly collaborative role, working across departments such as Sales, Product, and Support to provide a seamless customer experience. You will ensure smooth shift operations, guide the team in resolving issues effectively, and foster a culture of continuous improvement, accountability, and customer focus.

Key Responsibilities:

Team Leadership

• Lead, mentor, and develop a team of 10 Customer Success Team Members working in scheduled 24/7 shifts.
• Foster a high-performance culture with a focus on accountability, collaboration, and customer satisfaction. 

Technical Support Oversight

• Oversee and guide the team in handling customer issues including reading logs, executing Linux commands, restarting systems/services, and performing first-line troubleshooting.
• Ensure timely and effective resolution of technical incidents, escalating when necessary.
• Maintain high-quality standards in customer interactions and technical accuracy.

Customer Success & Relationship Management

• Act as an escalation point for critical customer issues.
• Build and maintain trusted relationships with customer stakeholders, ensuring long-term retention and satisfaction.
• Represent the customer voice internally, sharing feedback with Product, Engineering, and Operations teams.

Process & Performance Improvement

• Monitor and report on key customer success metrics (e.g., resolution times, CSAT, NPS, retention rates).
• Identify trends in incidents and proactively recommend improvements to product reliability and support processes.
• Continuously optimize workflows, documentation, and support playbooks to increase team efficiency and customer experience. 

Collaboration & Training

• Partner with internal teams (Engineering, Product, Sales) to deliver seamless customer experiences.
• Ensure team members receive ongoing technical training in Linux, APIs, monitoring tools, and other relevant systems.
• Conduct regular knowledge-sharing sessions to strengthen technical and customer-handling skills.

Qualifications:

• Bachelors degree in Computer Engineering, IT, Business, or a related field.
• At least 3 years of proven managerial experience leading customer success, technical support, or IT operations teams (preferably shift-based / 24x7).
• Strong knowledge of Linux commands, system administration basics, and troubleshooting practices.
• Familiarity with APIs, cloud platforms (AWS), and monitoring/logging tools.
• Excellent leadership, coaching, and people-management skills with a track record of developing high-performing teams.
• Strong communication and interpersonal skills, fluent in English (written and spoken).
• Ability to work in a high-pressure, fast-paced environment while maintaining a customer-first mindset.

Preferred Qualifications:

• Proficiency in using Zendesk or similar customer support platforms.
• Familiarity with CRM systems and customer success platforms.
• Knowledge of healthcare IT environments or medical device/software support.
• Experience with data analysis tools for generating and interpreting reports.