Global Customer Success Manager — Remote, Data-Driven Growth

iRESTORE; Oregon; Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

Remote-first work environment

Annual salary $80,000 - $100,000 base

Unlimited PTO + holidays

Stipends for fitness & learning

Discounts on iRESTORE products

Career growth opportunities

Job summary

iRESTORE is hiring a Customer Success Manager to lead our global CS team, ensuring high-quality support while driving retention and revenue. You’ll coach and develop team leads, own QA, and collaborate with Marketing, Supply Chain, and external partners to support promotions and launches.

The role reports to the Director of Customer Success & Experience and requires data-driven decision making, strong communication, and experience with high-growth DTC brands.

Qualifications

• 5+ years in Customer Success, Support, or related function
• 2+ years managing customer support teams
• Experience with global/offshore/BPO teams
• Strong QA, coaching, and performance management skills
• Experience with CSAT, SLA, response/resolution times, productivity and QA
• Experience with retention, save, cross-sell or upsell programs
• Familiar with Shopify and support platforms (Gorgias, Zendesk, Kustomer)
• Ability to lead across time zones and communicate effectively

Responsibilities

• Lead day-to-day performance of the Customer Success Team across the globe
• Monitor service metrics: queue volume, backlog, staffing, response and resolution times, SLA attainment, CSAT, QA, productivity, retention and sales
• Own QA across the team with scorecards, calibration, and coaching
• Coach Team Leads and Associates to improve CX, productivity, quality, retention, and sales
• Act as escalation point for complex customer situations
• Drive retention and sales through save strategies and upsell opportunities
• Identify recurring pain points and translate into training, SOPs, content and process improvements
• Partner with Retention, Growth, eCommerce, Product and Operations for launches and promotions
• Improve service quality via processes, technology, AI, and automation

Skills

Customer Success

Team Leadership

Data Analysis

QA & Coaching

KPI Management

Cross‑functional Collaboration

Shopify

Gorgias

Zendesk

Kustomer

Tools

Shopify

Gorgias

Zendesk

Kustomer

Job description

iRESTORE is hiring a Customer Success Manager to lead our global CS team, ensuring high-quality support while driving retention and revenue. You’ll coach and develop team leads, own QA, and collaborate with Marketing, Supply Chain, and external partners to support promotions and launches.

The role reports to the Director of Customer Success & Experience and requires data-driven decision making, strong communication, and experience with high-growth DTC brands.