This is a remote position.
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.
ResponsibilitiesTake 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
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
QualificationsStrategic 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
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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