iRESTORE

Customer Success Manager

• Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution
• 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
• Use 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
• 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
• Report to the Director of Customer Success & Experience and collaborate with Marketing, Supply Chain, and external partners