Senior Customer Success Manager

Our 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. 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