Position OverviewiRESTORE is seeking a Customer Success Manager to lead the day-to-day performance of our global Customer Success team. This role is responsible for ensuring customers receive timely, high-quality support while driving strong performance across service, quality assurance, retention, and sales. The ideal candidate is a hands-on people leader who stays close to daily operations, understands what is happening across the queues, and can quickly address escalations, agent questions, service gaps, and performance issues. This role will coach and develop the team, strengthen QA and training, and help evolve Customer Success from a traditional support function into a team that also drives customer retention and revenue. This role reports to the Director of Customer Success & Experience and collaborates closely with Marketing, Supply Chain, and external partners.
Responsibilities- Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution across the team.
- 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, using 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, ensuring issues are resolved with urgency, sound judgment, and follow-through.
- 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.
Qualifications- 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.
Additional Experience- 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.
Our Core Values and what we built our culture around:- WE THINK BIG: We have a forward-thinking, growth mindset and always consider the big picture in our decisions.
- PROACTIVE PROBLEM SOLVER: We use our problem-solving and analytical skills to make data-informed decisions.
- WE ARE COMFORTABLE BEING UNCOMFORTABLE: We work together to iron out improvements or changes to achieve goals.
- OPEN & HONEST COMMUNICATION/FEEDBACK: We communicate and share feedback with each other with radical candor and transparency.
- CONTINUOUS LEARNING & IMPROVEMENT: We are always improving the way we work and challenging each other to bring new ways of thinking to the table.
- WE TAKE OWNERSHIP & ACT WITH URGENCY: We take complete accountability for our goals and take swift and effective action to reach them.
Our Company Benefits:- $80,000 - $100,000 base salary, commensurate with experience
- 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
- And more!
