Senior Customer Success Manager

This is a remote position.

Job Description

Our client is looking for a Customer Success Manager to lead and elevate their post-purchase customer experience. They are 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.

This is a senior-level, full-time remote position requiring EST time overlap. The role blends strategic leadership with hands-on execution. The selected candidate will take ownership of the full customer journey while developing scalable processes and driving operational improvements. This is not a traditional support position. They are seeking someone who operates with accountability, thinks strategically, and executes with precision.

Responsibilities

• 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
  

• Design, document, and refine Customer Success workflows, SOPs, and quality standards
  

• Collaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causes
  

• 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
  

Requirements

• 7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership roles
  

• 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
  

• Experience managing escalations and complex customer scenarios
  

• Demonstrated ability to build systems and scalable processes
  

• Comfortable working in a fast-paced, high-growth environment
  

• Availability to overlap with EST working hours
  

Qualifications

• Strategic thinker with an operational mindset
  

• Strong communicator capable of influencing cross-functional teams
  

• Experience mentoring or leading Customer Success teams
  

• Detail-oriented with a proactive approach to problem-solving
  

• Ownership mentality with a bias toward action
  

Benefits