Global Customer Success Manager – Retention & Growth

Irestore; La Mirada (CA); Teletrabalho; USD 80 000 - 100 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Health insurance

Bonus

Unlimited PTO

Remote-first

Product discounts

Resumo da oferta

iRESTORE is seeking a Customer Success Manager to lead and scale its global Customer Success team. The role focuses on delivering timely, high-quality support while driving retention and revenue through strategic coaching, QA, and cross-functional collaboration.

The ideal candidate brings 5+ years in customer-facing roles, 2+ years in leadership, and a track record of managing high-volume support operations. A remote-first environment supports collaboration across time zones and functions.

Qualificações

• 5+ years in Customer Success, Support, or related customer-facing function, preferably in DTC/eCommerce.
• 2+ years directly managing customer support teams (Leads/agents).
• Experience managing global/offshore or outsourced support teams.
• Strong QA, coaching, performance management, and team development.
• Experience owning or contributing to retention, save, cross-sell, or upsell programs.
• Strong understanding of CS KPIs (CSAT, SLA, response/resolution time, QA).
• Data-driven with ability to analyze trends and coach teams.

Responsabilidades

• Lead day-to-day performance of the Customer Success Team with clear expectations.
• Monitor service metrics: queue volume, backlog, staffing coverage, SLA attainment, CSAT, QA, productivity, retention and sales.
• Own QA across the team: QA scorecards, calibration, coaching, and identifying gaps.
• Coach and develop Team Leads and Associates to improve customer experience and sales.
• Serve as escalation point for complex customer situations and ensure timely resolution.
• Drive retention and sales via save strategies, cross-sell, and upsell opportunities.
• Identify pain points and translate into improvements across training, SOPs, knowledge base, and processes.
• Partner with cross-functional teams to prepare for promotions, launches, and initiatives.
• Improve service quality through better processes, technology, and automation.

Conhecimentos

Customer Success

Team Leadership

Data-driven

Communication

Problem Solving

Cross-functional

Ferramentas

Gorgias

Zendesk

Kustomer

Shopify

Descrição da oferta de emprego

iRESTORE is seeking a Customer Success Manager to lead and scale its global Customer Success team. The role focuses on delivering timely, high-quality support while driving retention and revenue through strategic coaching, QA, and cross-functional collaboration.

The ideal candidate brings 5+ years in customer-facing roles, 2+ years in leadership, and a track record of managing high-volume support operations. A remote-first environment supports collaboration across time zones and functions.