Senior Customer Success Manager
This is a remote position.
Our client is looking for a C ustomer 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
Originally posted on Himalayas