Global Customer Success Manager for Retention & Growth

iRESTORE; United States; A distancia; USD 80.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Base salary $80,000–$100,000 with comm

Performance-based bonus

Medical, Dental, Vision insurance

Unlimited PTO + holidays

Remote-first work environment

WFH stipend for setup

Discounts on iRESTORE products

Career growth opportunities

Collaborative, fast-moving team

Equal opportunity employer

Descripción de la vacante

iRESTORE is seeking a Customer Success Manager to lead the global Customer Success team, driving timely, high-quality support while enhancing retention and revenue. The role requires hands-on leadership across QA, training, and escalation as the team scales to support promotions and product launches.

The ideal candidate will manage offshore/remote teams, improve processes and automation, and partner with Marketing, Operations, and Product to deliver exceptional customer experiences.

Formación

• 5+ years in Customer Success or related function.
• 2+ years leading customer support teams.
• Experience with global/offshore/outsourced teams.
• Strong QA, coaching, and performance management experience.
• Data-driven with ability to analyze trends and coach teams.
• Experience in beauty, wellness, or high-growth DTC brands.

Responsabilidades

• Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution.
• Monitor service performance and key metrics across queues, backlog, staffing, response and resolution times, SLA attainment, CSAT, QA, productivity, retention, and sales.
• Own QA across the team with interaction reviews, scorecards, calibration, coaching, and gap identification.
• Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales.
• Serve as escalation point for complex or sensitive customer situations, ensuring timely resolution.
• Drive retention and sales through save strategies, product education, cross-sell, upsell, and assisted-sales opportunities.
• Identify recurring pain points and translate them into improvements in training, SOPs, macros, workflows, and knowledge-base content.
• Partner cross-functionally with Retention, Growth, eCommerce, Product, and Operations to resolve issues and prepare for launches.
• Improve service quality and team efficiency through better processes, technology, AI, and automation.

Conocimientos

Customer Success

Team Leadership

Data-driven

KPI Management

Cross-functional Collaboration

Herramientas

Shopify

Gorgias

Zendesk

Kustomer

Descripción del empleo

iRESTORE is seeking a Customer Success Manager to lead the global Customer Success team, driving timely, high-quality support while enhancing retention and revenue. The role requires hands-on leadership across QA, training, and escalation as the team scales to support promotions and product launches.

The ideal candidate will manage offshore/remote teams, improve processes and automation, and partner with Marketing, Operations, and Product to deliver exceptional customer experiences.