This is a remote position.
Job DescriptionOur 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
- Full-time, 100% remote position
- Competitive compensation based on experience
- Direct collaboration with founders and senior leadership
- High-impact role with visibility and influence across departments
- Opportunity to shape and scale Customer Success systems in a fast-growing ecommerce brand
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