Customer Success Manager
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Job Description
Customer Success Manager leading global support operations for iRESTORE, a beauty and wellness technology brand. Driving service quality, retention, sales, and team performance.
Responsibilities:
- Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution
- Monitor and analyze daily service performance and key metrics, including queue volume, backlog, staffing coverage, response and resolution times, SLA attainment, CSAT, QA, productivity, retention/save rate, sales performance, agent queries, and escalations
- Use data to identify trends, surface issues, and drive action
- Own quality assurance across the team, including interaction reviews, QA scorecards, calibration, coaching, and identification of recurring performance or knowledge gaps
- Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales performance
- Serve as an escalation point for complex or sensitive customer situations
- Drive retention and sales performance through save strategies, product education, cross-sell, upsell, and assisted-sales opportunities
- Identify recurring customer and agent pain points and translate them into improvements across training, SOPs, macros, workflows, knowledge-base content, and team processes
- Partner cross-functionally with Retention, Growth, eCommerce, Product, and Operations to resolve customer issues and prepare the team for promotions, product launches, and other business initiatives
- Improve service quality and team efficiency through better processes, technology, AI, and automation
- Report to the Director of Customer Success & Experience and collaborate with Marketing, Supply Chain, and external partners
Requirements:
- 5+ years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function, preferably within DTC or eCommerce
- 2+ years of experience directly managing customer support teams, including Team Leads and/or frontline agents
- Experience managing global, offshore, outsourced, or BPO-based customer support teams
- Strong experience with quality assurance, agent coaching, performance management, and team development
- Demonstrated experience managing high-volume customer support operations and maintaining performance against service-level targets
- Experience owning or contributing to customer retention, save, cross-sell, upsell, or assisted-sales programs
- Strong understanding of customer service KPIs including CSAT, SLA, response time, resolution time, productivity, and QA
- Strong judgment and demonstrated experience resolving complex customer escalations
- Data-driven and comfortable using performance trends to identify problems, coach teams, and improve results
- Strong written and verbal communication skills with the ability to lead effectively across teams and time zones
- Experience within beauty, wellness, consumer products, or another high-growth DTC brand
- Experience with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar
- Experience building or improving QA programs, agent scorecards, and coaching frameworks
- Experience using AI, automation, or self-service tools to improve customer support operations
Benefits:
- Performance-based bonus
- Medical, Dental, and Vision insurance
- Unlimited PTO + paid holidays
- Remote-first work environment
- Stipends for fitness, continuous learning, and work-from-home setup
- Discounts on iRESTORE Products
- High-visibility role with opportunities for career growth
- Collaborative, fast-moving team that values initiative and ideas
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