Senior Customer Success Manager

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.ResponsibilitiesTake full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolutionServe as the escalation point for complex or high-impact customer casesDesign, document, and refine Customer Success workflows, SOPs, and quality standardsCollaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causesAnalyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retentionDefine and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaintsLead, mentor, and support Customer Success agents while remaining actively involved in executionRepresent the customer perspective in strategic discussions and operational decisionsRequirements7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership rolesProven experience in ecommerce environments, ideally across platforms such as Shopify, Amazon, or global marketplacesStrong analytical skills with the ability to interpret customer data and translate insights into actionExperience managing escalations and complex customer scenariosDemonstrated ability to build systems and scalable processesComfortable working in a fast-paced, high-growth environmentAvailability to overlap with EST working hoursQualificationsStrategic thinker with an operational mindsetStrong communicator capable of influencing cross-functional teamsExperience mentoring or leading Customer Success teamsDetail-oriented with a proactive approach to problem-solvingOwnership mentality with a bias toward actionBenefitsFull-time, 100% remote positionCompetitive compensation based on experienceDirect collaboration with founders and senior leadershipHigh-impact role with visibility and influence across departmentsOpportunity to shape and scale Customer Success systems in a fast-growing ecommerce brandOriginally posted on Himalayas

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.ResponsibilitiesTake full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolutionServe as the escalation point for complex or high-impact customer casesDesign, document, and refine Customer Success workflows, SOPs, and quality standardsCollaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causesAnalyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retentionDefine and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaintsLead, mentor, and support Customer Success agents while remaining actively involved in executionRepresent the customer perspective in strategic discussions and operational decisionsRequirements7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership rolesProven experience in ecommerce environments, ideally across platforms such as Shopify, Amazon, or global marketplacesStrong analytical skills with the ability to interpret customer data and translate insights into actionExperience managing escalations and complex customer scenariosDemonstrated ability to build systems and scalable processesComfortable working in a fast-paced, high-growth environmentAvailability to overlap with EST working hoursQualificationsStrategic thinker with an operational mindsetStrong communicator capable of influencing cross-functional teamsExperience mentoring or leading Customer Success teamsDetail-oriented with a proactive approach to problem-solvingOwnership mentality with a bias toward actionBenefitsFull-time, 100% remote positionCompetitive compensation based on experienceDirect collaboration with founders and senior leadershipHigh-impact role with visibility and influence across departmentsOpportunity to shape and scale Customer Success systems in a fast-growing ecommerce brandOriginally posted on Himalayas