Senior Customer Success Manager

This is a remote position. Job DescriptionOur 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