Senior Customer Success Manager

About the Role

Day-to-day, the role entails collaborating cross-functionally with various teams, including operations, logistics, catalog, and product, to resolve root causes of customer issues and improve retention. The ideal candidate will serve as the escalation point for complex or high-impact customer cases, leveraging their analytical skills to interpret customer data and translate insights into action.

The company is a rapidly scaling U.S.-based ecommerce brand in the luxury home improvement space, expanding across multiple global marketplaces while building strong operational systems and a reputation for quality and service excellence. As such, the Senior Customer Success Manager will play a critical role in shaping and scaling customer success systems, working closely with founders and senior leadership to drive strategic growth and operational improvements.

What You Will Do

• Take full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolution
• Serve as the escalation point for complex or high-impact customer cases, leveraging analytical skills to resolve issues efficiently
• Design, document, and refine Customer Success workflows, SOPs, and quality standards to drive operational improvements
• Collaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causes of customer issues
• Analyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retention
• Define and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaints
• Lead, mentor, and support Customer Success agents while remaining actively involved in execution
• Represent the customer perspective in strategic discussions and operational decisions, ensuring that customer needs are prioritized
• Develop and maintain a deep understanding of customer needs, preferences, and pain points to inform strategic decisions
• Stay up-to-date with industry trends and best practices in customer success, applying knowledge to drive continuous improvement

What We Are Looking For

• 7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership roles, with a proven track record of driving growth and improvement
• Proven experience in ecommerce environments, ideally across platforms such as Shopify, Amazon, or global marketplaces
• Strong analytical skills, with the ability to interpret customer data and translate insights into action, leveraging tools like Excel
• Experience managing escalations and complex customer scenarios, with a focus on resolution and retention
• Demonstrated ability to build systems and scalable processes, with a focus on operational efficiency and effectiveness
• Comfortable working in a fast-paced, high-growth environment, with the ability to adapt to changing priorities and deadlines
• Availability to overlap with EST working hours, with a willingness to work collaboratively with a remote team
• Strong communication and interpersonal skills, with the ability to influence cross-functional teams and drive results
• Experience mentoring or leading Customer Success teams, with a focus on development and growth

Nice to Have

• Experience with customer success platforms and tools, such as Gainsight or Salesforce
• Knowledge of luxury home improvement or related industries, with a understanding of customer needs and preferences
• Certification in customer success or related fields, such as CCSP or CSM
• Experience working with global marketplaces or ecommerce platforms, with a understanding of the complexities and challenges of these environments

Benefits and Perks

• Full-time, 100% remote position, with the flexibility to work from anywhere
• Competitive compensation based on experience, with a focus on rewarding high performers
• Direct collaboration with founders and senior leadership, with a opportunity to drive strategic growth and operational improvements
• High-impact role with visibility and influence across departments, with a focus on driving customer success and growth
• Opportunity to shape and scale Customer Success systems in a fast-growing ecommerce brand, with a focus on innovation and continuous improvement
• Access to professional development and growth opportunities, with a focus on customer success and leadership skills
• Health, dental, and vision insurance, with a focus on supporting the well-being of our team members
• Generous PTO and holiday policy, with a focus on work-life balance and flexibility
• Remote stipend and equipment budget, with a focus on supporting our team members in their remote work environments

• Tip: Highlight your experience with customer success platforms and tools, such as Gainsight or Salesforce, and be prepared to discuss how you've leveraged these tools to drive customer success and growth.
• Be prepared to provide specific examples of times when you've managed complex customer scenarios, and how you've resolved issues and improved retention.
• Showcase your analytical skills by providing examples of how you've interpreted customer data and translated insights into action, leveraging tools like Excel.
• Emphasize your ability to build systems and scalable processes, with a focus on operational efficiency and effectiveness.
• Prepare to discuss your experience working in fast-paced, high-growth environments, and how you've adapted to changing priorities and deadlines.
• Highlight your strong communication and interpersonal skills, with a focus on influencing cross-functional teams and driving results.
• Be prepared to discuss your experience mentoring or leading Customer Success teams, with a focus on development and growth.