Customer Success Manager

iRESTORE is seeking a Customer Success Manager to lead the day-to-day performance of its global Customer Success team. The role oversees service quality, team development, customer retention, and sales performance, while partnering with other functions to improve customer experience and operations.

Responsibilities:

• Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution across the team
• Monitor and analyze daily service performance and key metrics, including queue volume, backlog, staffing coverage, response and resolution times, SLA attainment, CSAT, QA, productivity, retention/save rate, sales performance, agent queries, and escalations, using data to identify trends, surface issues, and drive action
• Own quality assurance across the team, including interaction reviews, QA scorecards, calibration, coaching, and identification of recurring performance or knowledge gaps
• Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales performance
• Serve as an escalation point for complex or sensitive customer situations, ensuring issues are resolved with urgency, sound judgment, and follow-through
• Drive retention and sales performance through save strategies, product education, cross-sell, upsell, and assisted-sales opportunities
• Identify recurring customer and agent pain points and translate them into improvements across training, SOPs, macros, workflows, knowledge-base content, and team processes
• Partner cross-functionally with Retention, Growth, eCommerce, Product, and Operations to resolve customer issues and prepare the team for promotions, product launches, and other business initiatives
• Improve service quality and team efficiency through better processes, technology, AI, and automation

Requirements:

• 5+ years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function
• 2+ years of experience directly managing customer support teams, including Team Leads and/or frontline agents
• Experience managing global, offshore, outsourced, or BPO-based customer support teams
• Strong experience with quality assurance, agent coaching, performance management, and team development
• Demonstrated experience managing high-volume customer support operations and maintaining performance against service-level targets
• Experience owning or contributing to customer retention, save, cross-sell, upsell, or assisted-sales programs
• Strong understanding of customer service KPIs including CSAT, SLA, response time, resolution time, productivity, and QA
• Strong judgment and demonstrated experience resolving complex customer escalations
• Data-driven and comfortable using performance trends to identify problems, coach teams, and improve results
• Strong written and verbal communication skills with the ability to lead effectively across teams and time zones
• Experience with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar
• Experience building or improving QA programs, agent scorecards, and coaching frameworks
• Experience using AI, automation, or self-service tools to improve customer support operations
• preferably within DTC or eCommerce
• Experience within beauty, wellness, consumer products, or another high-growth DTC brand