Senior Customer Success Lead - VIP Escalations & Insights

Pergolux; Vancouver; On-site; CAD 75,000 - 95,000; Full time

Job summary

A progressive e-commerce company located in Vancouver is seeking a Senior Customer Success Specialist to lead complex escalations and improve the customer journey. Your role includes managing high-priority customer cases, working collaboratively with various teams, and analyzing customer insights for actionable improvements. This position offers opportunities for professional growth in a fast-paced, design-driven environment that values integrity and innovation.

Benefits

Comprehensive health insurance

Retirement plan options

Paid vacation and sick days

Collaborative work environment

Professional growth opportunities

Team culture & events

Employee discounts

Comfortable workspace

Qualifications

• 4+ years of experience in Customer Success or similar roles.
• C2-level English proficiency with exceptional communication skills.
• Proven ability to manage high-profile cases with professionalism.

Responsibilities

• Lead complex escalation management for high-priority customer cases.
• Partner with cross-functional teams to ensure escalations are resolved thoroughly.
• Design and analyze customer surveys to drive improvements.

Skills

Customer Success Management

Escalation Management

Analytical Skills

Communication

Negotiation

Job description

A progressive e-commerce company located in Vancouver is seeking a Senior Customer Success Specialist to lead complex escalations and improve the customer journey. Your role includes managing high-priority customer cases, working collaboratively with various teams, and analyzing customer insights for actionable improvements. This position offers opportunities for professional growth in a fast-paced, design-driven environment that values integrity and innovation.