Customer Success Manager

Job Description

REQUIREMENTS

• Experience: 3–5 years in Customer Success or Sales, with at least 1–3 years in a leadership or management role. Experience working in a remote environment is a plus.
• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent real-world experience).
• Tech Savvy: Professional familiarity with e-commerce ecosystems (Shopify) and helpdesk tools (Gorgias, Aircall).
• Analytical Mindset: You don’t just see numbers, you see stories. You can translate data into actionable strategies.
• Communication: Exceptional interpersonal skills with the ability to navigate difficult conversations with grace.
• Adaptability: You thrive in remote, fast-paced environments where “change” is the only constant.

RESPONSIBILITIES

• Mentor & Lead: Direct, train, and inspire the Customer Success team, fostering a culture of accountability, empathy, and continuous improvement.
• Performance Management: Set clear KPIs and benchmarks; manage team performance to ensure alignment with company-wide growth objectives.
• Talent Acquisition: Own the full lifecycle of the Customer Success team—from hiring and onboarding to developing long-term career paths.
• Operations: Manage administrative essentials, including hourly employee timesheets and scheduling.
• Relationship Management: Act as the primary escalation point, turning potential friction into long-term loyalty through expert problem-solving.
• Retention Strategy: Proactively design and execute strategies to increase customer retention and lifetime value (LTV).
• Commercial Insight: Identify and qualify upsell/cross-sell opportunities and ideal customer accounts to fuel the sales pipeline.
• Hands-on Support: Lead by example by assisting with high-priority tickets, live chats, or calls during peak volumes.
• System Ownership: Continuously audit and optimize our tech stack (Gorgias, Aircall, Wyllo, Brightpearl) to ensure a frictionless experience for both customers and agents.
• Product Feedback Loop: Serve as the “Voice of the Customer” for the Product team, translating user feedback into actionable insights for quality assurance and future features.
• Strategic Feedback Loop: Drive continuous improvement of the online customer experience by providing Marketing with real-time customer feedback, enabling optimization of the website experience for better clarity and conversion.
• End-to-End Delivery Excellence: Collaborate with the Warehouse Operations team to streamline order-handling processes, ensuring that special customer requirements are communicated clearly and executed with precision to maintain high-quality service standards.
• SOP Development: Build and maintain a robust library of internal Standard Operating Procedures and self-service documentation that aligns with company policies.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

#CrossChannelJobs #JobSearch
#CareerOpportunities #HiringNow
#Employment #JobOpenings
#JobSeekers
#FacebookLinkedIn