Are you passionate about sustainability and building strong customer relationships? Join a mission-driven company dedicated to revolutionizing how people grow fresh, healthy food at home. We are seeking a Customer Success Manager to ensure our customers have an exceptional experience, from onboarding to achieving their growing goals. As the Customer Success Manager, you will lead and inspire our customer success team, driving performance and ensuring the delivery of exceptional customer experiences. You will be responsible for setting strategic goals, optimizing team operations, and fostering a culture of accountability and continuous improvement. This role requires a proactive leader who can balance operational efficiency with strategic collaboration across departments to enhance the overall customer journey. This is an exciting remote opportunity for someone passionate about sustainability to contribute to transforming the way people connect with their food while working for a US-based company.
\n What You'll DoStrategic Leadership: Define and implement strategies to achieve customer success objectives, focusing on metrics such as customer satisfaction (CSAT), response times, and resolution rates. Collaborate with leadership to align team goals with company objectives, ensuring the customer success function supports broader business growth. Champion a customer-first mindset across the organization by advocating for customer needs and sharing actionable insights with key stakeholders. Team Leadership and Development:Lead a high-performing team by fostering a culture of collaboration, accountability, and growth. Conduct regular 1:1 coaching sessions with team members to review performance, provide actionable feedback, and support career development. Design and implement a comprehensive internal quality program, auditing tickets across all channels to ensure adherence to standards and identify training opportunities. Recognize and celebrate individual and team achievements to maintain engagement and motivation. Operational Oversight:Oversee workforce management, including scheduling, shift planning, and resource allocation, to ensure optimal team coverage and service level adherence. Monitor team workload and proactively address challenges to maintain efficiency during peak periods. Analyze performance trends to identify operational improvements and recommend strategic adjustments to leadership. Knowledge Base and Process Optimization:Own the creation and maintenance of the internal and external knowledge bases, ensuring they are accurate, user-friendly, and up-to-date. Continuously optimize macros, process guides, and policy documentation to support efficient and consistent customer interactions. Partner with cross-functional teams to document changes in products, policies, or systems for seamless team integration. Platform and Technical Expertise: Act as the subject matter expert for customer support platforms, including Kustomer, Shopify, and AI/automation tools. Leverage platform features to streamline workflows, enhance reporting, and improve team efficiency. Troubleshoot platform issues and collaborate with technical teams to implement solutions. Escalation Management and Collaboration: Serve as the escalation point for complex customer issues, providing guidance and ensuring swift resolution. Lead regular team meetings and huddles to align on priorities, share updates, and foster team cohesion. Partner with departments such as Product, Marketing, and Operations to share customer feedback and drive improvements to the customer experience. What You NeedProven experience in customer success, support, or operations, with at least 2+ years in a leadership or managerial role. Strong analytical skills with the ability to interpret performance data and drive actionable insights. Exceptional communication and interpersonal skills, capable of inspiring and developing team members. Expertise in customer success platforms (e.g., Kustomer, Shopify) and familiarity with automation tools. Strategic mindset with a focus on balancing operational efficiency and customer-centric solutions. Achieve or exceed KPIs. Maintain high team engagement and satisfaction, reflected in performance reviews and feedback surveys. Deliver accurate workforce management plans, ensuring consistent coverage and SLA compliance. Proactively identify and resolve operational challenges, driving continuous improvement. Ensure the knowledge base, macros, and support documentation are regularly optimized to meet team and customer needs. Salary & PerksCompetitive salary. This is a full-time, long-term position. The position is immediately available and requires entering into an independent contractor agreement with TLNT. Work from home. Monday through Friday, 8am to 5pm (+/- 2 hour accepted) - PST. Additional perks.
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