Global Customer Manager

Job Description

On a mission to build the world’s most loved electric water-sports brand, grow sales in excess of $200M within the next three years, and contribute to making oceans quieter and cleaner through the development of new technologies for marine transportation. Growing from start-up to $80M in annual sales over the last five years, we’ve built a global brand with a loyal community of customers across 90 countries. Backed by the Brunswick Boat Group , the world’s leading marine product group, we have big ambitions and are seeking a Global Customer Manager to help us deliver an exceptional experience to our customers and partners. About the Role The Global Customer Manager plays a pivotal role in bridging global and regional customer teams , ensuring that every Fliteboard customer and partner receives world-class service. This is a 14-month contract role covering parental leave , offering the opportunity to contribute to a high-impact, global customer success function. This role collaborates across sales, support, fulfillment, and quality assurance to enhance customer satisfaction, optimize processes, and drive direct sales results. We are looking for someone with proven leadership experience in customer success, a deep understanding of the customer journey, and the ability to drive operational efficiency across global teams. You Will Be Responsible For: Lead and coach our amazing CX and Partner Success team to deliver outstanding customer experience and support to our customers and partners. Act as a liaison between global and regional customer teams , ensuring alignment on priorities, challenges, and best practices. Develop and execute global customer communication strategies to keep teams informed and engaged. Build, manage, and improve customer success processes, systems, and tools to enhance efficiency and service quality. Develop and execute training programs in collaboration with regional team leaders to ensure teams are equipped with the right skills and knowledge. Roll out global initiatives to support business goals, partners, and customers . Customer Experience & Operational Excellence Own global customer KPIs related to response times, warranty case management, and direct sales performance. Ensure quick resolution of warranty escalations in collaboration with the Quality Control (QC) Team and manage the development of knowledge-sharing platforms. Drive inventory awareness, forecasting, and demand planning across global and regional levels. Ensure adherence to Service Level Agreements (SLAs) while meeting multiple KPIs. Demonstrating Global Leadership Through: Championing the Business Vision – Keeping the customer at the center of all initiatives. Empowering the Team – Providing tools, training, and mentorship for development. Building Effective Processes – Establishing structures for efficiency and success. Recognizing Success – Celebrating achievements and milestones. Managing Change – Leading teams through process changes and new releases to ensure smooth adoption. Prioritizing & Delegating – Focusing on the most impactful initiatives. What You’ll Bring Leadership Experience: 3+ years in customer success, account management, or team leadership roles with a global or multi-regional scope. Cross-functional Collaboration: Proven ability to work with sales, product, support, and leadership teams to drive customer success initiatives. Change Management: Experience guiding teams through operational and process changes while ensuring business alignment. Remote Team Management: Strong ability to lead remote, cross-regional teams effectively. Customer Journey Expertise: Deep understanding of customer retention strategies and engagement . CRM, POS, and Customer Success Portals . Project management tools like Monday.com, Asana . What You’ll Love About Fliteboard Creating memorable experiences for our customers. Being part of a global, fast-growing, and innovative brand. Working with a talented, diverse, and passionate team. Leading and optimizing global customer success strategies. Opportunities for growth and development. Fliteboarding! If you're ready to be a part of a global customer team that takes customer experience to the next level and be part of a brand that is revolutionizing water sports, we’d love to hear from you. Apply now and contribute as part of a world-class customer success team! Seniority level Mid-Senior level Employment type Contract Job function Customer Service, Sales, and Business Development Industries: Sporting Goods Manufacturing #J-18808-Ljbffr