42868265232 - Customer Success Manager 2

Customer Success Manager

Position : Customer Success Manager

Job Type : Full-Time - 100% remote

Working hours : US Timezone (PST)

About the Role

Our client is a mission-driven beauty brand that believes beauty goes beyond skin deep. They specialize in creating high-performance, vegan, and 100% cruelty-free makeup and skincare products. For every product purchased, a portion is donated to support communities in need, aligning with their core commitment to helping others thrive. Their mission is to empower customers not only through exceptional products but also through outstanding, compassionate support.

As the Customer Success Manager, you'll oversee a team of 20+ customer experience specialists dedicated to delivering world-class support and creating meaningful connections with our customers. You'll be responsible for developing strategies to optimize team performance, streamline processes, and ensure every customer interaction reflects our brand's mission of compassion, empowerment, and excellence. This is a leadership role that requires proven experience managing large teams, building scalable customer success programs, and delivering measurable results in customer satisfaction, retention, and loyalty.

Key Responsibilities

• Lead, mentor, and manage a team of 20+ customer success specialists, providing coaching, performance feedback, and career development.
• Develop and execute strategies to enhance the customer journey, focusing on first-contact resolution, retention, and loyalty.
• Oversee day-to-day operations of customer support across multiple channels (email, chat, phone, social).
• Establish and track KPIs for customer satisfaction, response times, retention, and NPS.
• Partner cross-functionally with Marketing, Operations, and Product to ensure customer feedback informs business strategy.
• Implement process improvements, training, and tools that increase efficiency and elevate the customer experience.
• Handle complex customer escalations with empathy and professionalism.
• Drive continuous innovation in CX that aligns with the Brand's values and mission.

Qualifications