Customer Success Manager

iRESTORE

. Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution .

Posted 9/18/2026full-timeRemote • California • United StatesMid-LevelSenior💰 $80,000 - $100,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading customer success teams, focusing on performance management, quality assurance, and customer retention strategies. Proficient in utilizing data-driven insights to enhance team efficiency and improve customer experience across various platforms.

Highest-signal resume keywords

Customer Success ManagementQuality AssurancePerformance ManagementData-Driven Decision MakingTeam Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service KPIsPerformance Metrics AnalysisCoaching FrameworksRetention StrategiesCross-Sell and Upsell Programs

Soft Skills

Strong Communication SkillsJudgment in Escalation ResolutionLeadership Across Teams

Tools & Technologies

ShopifyGorgiasZendeskKustomerAI and Automation Tools

Industry Keywords

DTCECommerceCustomer ExperienceHigh-Growth BrandsConsumer Products

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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

Benefits

Comp & perks

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