Customer Success Manager

Job Summary

Leading the day-to-day performance of the global Customer Success team, the full-time Customer Success Manager will ensure high-quality support and drive performance across service, quality assurance, retention, and sales in a remote work environment.

Key Responsibilities

• Oversee the daily operations of the Customer Success Team, establishing clear expectations and ensuring consistent execution
• Monitor service performance metrics and utilize data to identify trends, surface issues, and drive actionable improvements
• Coach and develop team members to enhance customer experience, productivity, and sales performance while serving as an escalation point for complex customer situations

Required Qualifications

• 5+ years of experience in Customer Success, Customer Support, or a related customer-facing role, preferably in DTC or eCommerce
• 2+ years of experience managing customer support teams, including Team Leads and frontline agents
• Strong background in quality assurance, agent coaching, and performance management
• Experience managing high-volume customer support operations and achieving service-level targets
• Proficient in analyzing customer service KPIs such as CSAT, SLA, and resolution times