Customer Success Manager • Lead

Who you are

You have a strong background in customer service management, ideally with experience in leading teams and developing service functions from the ground up. You understand the complexities of account management and are skilled at addressing customer inquiries and escalations effectively. You thrive in a fast-paced environment and are passionate about creating a culture that rewards autonomy and innovation. Your leadership style emphasizes collaboration and results, ensuring that your team is motivated and aligned with the company's mission. You have a track record of building durable teams and operational models that scale with business growth.

What you'll do

In this role, you will be the founding leader for the Accounts Member Services function at Atlas. You will centralize ownership of card activations, account status inquiries, transaction declines, and billing-related escalations. Your primary responsibility will be to raise the bar on service quality and judgment, ensuring that your team delivers exceptional support to our discerning members. You will hire and develop a team that embodies the values of Atlas, fostering a culture that prioritizes member satisfaction and operational excellence. You will collaborate closely with other departments, including Dining and Operations, to streamline workflows and improve service delivery. As the team grows, you will implement training programs and performance metrics to maintain high standards of service. You will also play a key role in shaping the strategic direction of the member services function, aligning it with the overall goals of the company.

What we offer

Atlas provides a comprehensive benefits package, including full medical, dental, and vision coverage, a 401k plan, and flexible time off. We promote a hybrid work environment that allows for flexibility when needed, ensuring that our employees can balance their professional and personal lives effectively. You will be part of a lean, senior team that values innovation and results, with opportunities for professional growth and development as the company scales. Join us in building a modern alternative to traditional concierge services, where your contributions will have a direct impact on our members' daily lives.