Customer Success Manager

Customer Success Manager

Our US-based real estate and co-living client who specialising in furnished apartments and flexible rental solutions, are seeking an experienced and strategic Manager to lead and manage its ticket management and operational support department.

This is a senior leadership position responsible for overseeing the end-to-end ticket management process, ensuring that resident requests, maintenance issues and operational enquiries are handled efficiently and within agreed service levels. The successful candidate will lead a team, establish effective workflows, monitor departmental performance and continuously improve operational processes to support the company's growth.

The ideal candidate combines strong people-management skills with operational expertise, a data-driven approach and the ability to build scalable processes in a fast-paced, customer-focused environment.

Key Responsibilities

• Department Leadership: Take full ownership of the ticket management department, overseeing daily operations, team performance and service delivery.
• Team Management: Lead, develop and motivate the team, establishing clear responsibilities, performance expectations and accountability.
• Ticket Management: Oversee the end-to-end lifecycle of operational tickets, ensuring requests are appropriately prioritised, assigned, tracked and resolved within agreed service-level agreements (SLAs).
• Performance Management: Monitor ticket volumes, response times, resolution rates, backlogs and customer satisfaction, using data to identify trends and improvement opportunities.
• Process Improvement: Develop and implement standard operating procedures, workflows and escalation processes to improve efficiency, consistency and service quality.
• Stakeholder Management: Collaborate with internal teams, property managers, maintenance providers and other stakeholders to resolve complex operational issues.
• Escalation Management: Take ownership of high-priority or recurring issues, ensuring timely resolution and effective communication.
• Reporting and Accountability: Prepare regular departmental performance reports, identify operational risks and present recommendations to senior leadership.
• Systems and Technology: Optimise the use of ticketing platforms and operational systems, ensuring accurate data, effective tracking and appropriate reporting.
• Strategic Development: Identify opportunities to scale the department, improve productivity and support the company's continued growth.

Requirements

• Proven experience in operations management, service delivery, ticket management or a related leadership role.
• Demonstrated experience managing a team or department, including performance management and staff development.
• Experience overseeing high-volume ticketing, case management or service-request workflows.
• Strong understanding of SLAs, KPIs, escalation management and operational reporting.
• Proven ability to develop processes, implement improvements and drive accountability.
• Excellent communication, problem-solving and stakeholder-management skills.
• Strong analytical abilities and confidence working with operational data.
• Proficiency in ticketing systems, CRM platforms and reporting tools.
• Ability to work independently, make sound decisions and collaborate effectively with a US-based leadership team.

Advantageous: Experience in real estate, property management, co-living, hospitality or facilities management, particularly within a US-based operation.

Ideal Candidate

The ideal candidate is a hands-on, strategic leader who can take ownership of an entire department rather than simply oversee daily tickets. They will be comfortable managing people, improving systems, analysing performance and implementing processes that support operational excellence at scale.

They should be proactive, commercially minded and capable of balancing team performance, operational efficiency and an exceptional resident experience.