Staples is business to business. You’re what binds us together.
At Staples, our Customer Success organization plays a critical role in supporting our largest and most complex customers while enabling sellers to stay focused on growth. As a Team Manager, Customer Success, you’ll be a frontline people leader responsible for guiding, coaching, and developing a team of Customer Success Consultants who manage day-to-day account support. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is motivated by delivering exceptional customer experiences while driving operational excellence.
What you’ll be doing:
At Staples, our Customer Success organization plays a critical role in supporting our largest and most complex customers while enabling sellers to stay focused on growth. As a Team Manager, Customer Success, you’ll be a frontline people leader responsible for guiding, coaching, and developing a team of Customer Success Consultants who manage day-to-day account support. This role is ideal for a hands-on leader who thrives in a fast-paced environment and is motivated by delivering exceptional customer experiences while driving operational excellence.
What you’ll be doing:
- Lead, coach, and performance-manage a team of Customer Success Consultants supporting enterprise and complex customers.
- Drive Customer Success strategy by fostering a culture of ownership, accountability, and execution.
- Partner closely with Sales leadership to ensure strong collaboration and aligned routines.
- Optimize team efficiency through effective delegation, workflow management, and process consistency.
- Serve as the primary escalation point for complex customer issues and resolution coordination.
- Use data and insights to identify trends, coaching opportunities, and service improvements.
- Support onboarding, training, and continuous development through feedback and development planning.
- Identify opportunities to reduce customer friction through automation and process improvement.
- Manage special projects and customer initiatives aligned to evolving business priorities.
- What you bring to the table:
- Strong people leadership skills with experience coaching and developing teams.
- Exceptional problem-solving skills with a bias toward action.
- Proven ability to collaborate cross-functionally in a matrixed environment.
- Strong data acumen with the ability to translate insights into action.
- Excellent organizational and time-management skills.
- Strategic thinker who can act decisively in real-time situations.
- Customer-first mindset with professionalism under pressure.
- Resilience and adaptability in a fast-paced support environment.
- Bachelor’s degree required.
- 3+ years of experience in a customer-facing role.
- Experience supporting or partnering with sales teams.
- Proficiency in Microsoft Word, Excel, Outlook, and PowerPoint.
- Strong written and verbal communication skills.
- Prior people management or team leadership experience.
- Experience in a sales or customer success organization.
- Advanced proficiency in Excel and Salesforce.com.
- Project management experience.
- Experience handling escalations and complex customer situations.
- Inclusive culture with associate-led Business Resource Groups
- Flexible PTO (22 days) and Holiday Schedule (7 observed paid holidays)
- Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more!