Customer Success Manager

Summary

Join a mission-driven company dedicated to revolutionizing home food growing and become our Customer Success Manager. You will lead and inspire a team, driving performance and exceptional customer experiences. Responsibilities include strategic goal setting, team operations optimization, and fostering a culture of continuous improvement. This remote role requires a proactive leader who balances operational efficiency with strategic collaboration. The position offers a competitive salary and additional perks, including remote work flexibility. Contribute to transforming how people connect with their food while working for a US-based company.

Requirements

• Proven experience in customer success, support, or operations, with at least 2+ years in a leadership or managerial role
• Strong analytical skills with the ability to interpret performance data and drive actionable insights
• Exceptional communication and interpersonal skills, capable of inspiring and developing team members
• Expertise in customer success platforms (e.g., Kustomer, Shopify) and familiarity with automation tools
• Strategic mindset with a focus on balancing operational efficiency and customer-centric solutions
• Achieve or exceed KPIs
• Maintain high team engagement and satisfaction, reflected in performance reviews and feedback surveys
• Deliver accurate workforce management plans, ensuring consistent coverage and SLA compliance
• Proactively identify and resolve operational challenges, driving continuous improvement
• Ensure the knowledge base, macros, and support documentation are regularly optimized to meet team and customer needs

Responsibilities

• Define and implement strategies to achieve customer success objectives, focusing on metrics such as customer satisfaction (CSAT), response times, and resolution rates
• Collaborate with leadership to align team goals with company objectives, ensuring the customer success function supports broader business growth
• Champion a customer-first mindset across the organization by advocating for customer needs and sharing actionable insights with key stakeholders
• Lead a high-performing team by fostering a culture of collaboration, accountability, and growth
• Conduct regular 1:1 coaching sessions with team members to review performance, provide actionable feedback, and support career development
• Design and implement a comprehensive internal quality program, auditing tickets across all channels to ensure adherence to standards and identify training opportunities
• Recognize and celebrate individual and team achievements to maintain engagement and motivation
• Oversee workforce management, including scheduling, shift planning, and resource allocation, to ensure optimal team coverage and service level adherence
• Monitor team workload and proactively address challenges to maintain efficiency during peak periods
• Analyze performance trends to identify operational improvements and recommend strategic adjustments to leadership
• Own the creation and maintenance of the internal and external knowledge bases, ensuring they are accurate, user-friendly, and up-to-date
• Continuously optimize macros, process guides, and policy documentation to support efficient and consistent customer interactions
• Partner with cross-functional teams to document changes in products, policies, or systems for seamless team integration
• Act as the subject matter expert for customer support platforms, including Kustomer, Shopify, and AI/automation tools
• Leverage platform features to streamline workflows, enhance reporting, and improve team efficiency
• Troubleshoot platform issues and collaborate with technical teams to implement solutions
• Serve as the escalation point for complex customer issues, providing guidance and ensuring swift resolution
• Lead regular team meetings and huddles to align on priorities, share updates, and foster team cohesion
• Partner with departments such as Product, Marketing, and Operations to share customer feedback and drive improvements to the customer experience

Benefits

• Competitive salary
• This is a full-time, long-term position
• Work from home
• Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - PST
• Additional perks