Manager, Customer Success

Ingenio is a global media and technology company focused on spiritual wellness. The Manager, Customer Success will drive exceptional service quality, lead strategic retention efforts, and foster a high-performing team to enhance client experiences and business growth.

Responsibilities:

• Drive exceptional service quality
• Ensure exceptional service quality across all channels (Email, WhatsApp, Messaging). You will define the standards for Tier 1 and Tier 2, ensuring each channel’s engagement potential is fully realized, and tracking customer satisfaction and issue resolution
• You are responsible for the service team’s readiness and related policies, as well as escalation protocols and the successful management of high impact or sensitive situations
• You will manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs
• You are responsible for ensuring both Tier 1 and Tier 2 are trained on technical workarounds, known issues, and escalation paths to minimize client friction during technical disruptions
• You and your team will leverage a deep, expert-level understanding of the product, its features, and the end-to-end user experience to serve as a high-impact feedback loop for the business
• You will establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insights
• By looking both at existing friction and beyond it, as well as understanding the business KPIs, focus areas and challenges, you will identify unmet client needs and potential areas for business impact
• You will be a key contributor during the feature definition phase, providing essential insights into user behavior and expectations to help shape specifications and ensure a superior user experience
• You will lead the transformation of support from a reactive function into a proactive driver of retention and growth
• This involves reimagining the support journey—shifting from simply providing solutions to actively guiding clients toward successful outcomes
• You will identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churn
• By measuring the long-term impact of support resolutions, you will continuously adjust strategies to foster client loyalty and expand their engagement with the platform
• You will be a hands-on leader who coaches, supports, and develops a high-performing Client Success team
• You will foster a culture of accountability, collaboration, and continuous improvement, helping team members grow professionally while driving strong business impact
• Through clear guidance, ongoing feedback, and active involvement in day-to-day operations, you will empower the team to deliver exceptional client experiences and proactively solve challenges

Requirements:

• Minimum 2 years of experience managing and developing teams
• Data-Driven Leadership: You leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and priorities
• Business Acumen: You understand the 'Why' behind the 'What.' You align service strategies with the company's broader financial goals and KPIs, ensuring that every operational change contributes to the bottom line
• Proactive Innovation: You are a lifelong learner. You stay ahead of industry trends and familiar with service standards, constantly driving improvements to our methodologies and challenging the team to evolve, leveraging new tools and new ways of solving problems, and seeking to drive an improved user experience that supports business KPIs
• Operational Excellence: You identify and implement AI-driven and non-AI solutions and automation to enhance the client experience and drive team efficiency without sacrificing the human touch of our spiritual brands
• Team Player: You are a dynamic collaborator who excels at building bridges across all organizational levels. In this role, you will champion a culture of trust by empowering your direct reports, synchronizing with peers, and engaging partners across the organization
• Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas