Customer Success Manager

Vital Lyfe-posted 6 days ago
Full-time • Mid Level
Los Angeles, CA
1-10 employees
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At Vital Lyfe, we are on a mission to solve global water scarcity by creating innovative, desalination systems. This is an opportunity to join a passionate, multidisciplinary team tackling one of the world’s most critical challenges. Mission Build and lead a customer success strategy to ensure customer satisfaction and drive long-term growth and revenue. This role is pivotal in delivering scaling our D2C and B2B operations and ensuring exceptional service delivery to our customers.

  • Develop and manage company wide strategy for post sale customer relationships from onboarding through renewal, ensuring adoption, satisfaction, and retention
  • Act as the primary point of contact for customer support partners.
  • Work closely with the marketing and eCommerce teams to continuously improve customer experiences and drive growth and retention
  • Create and rollout repeatable playbooks and best practices for customer support and management.
  • Develop and maintain customer facing material, FAQs, and user guides
  • Identify and remove operational bottlenecks across the full customer lifecycle — from order flow to delivery, installation, and ongoing service
  • Use data to identify root cause and trends to develop action plans to address customer pain points and implement them.
  • Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
  • Serve as a liaison between the customer support and other teams, ensuring clear communication and collaboration.
  • Build strong relationships to understand customer requirements, manage expectations, and identify opportunities for growth.
  • Deliver impeccable service by efficiently acknowledging and resolving customer issues.
  • Identify and implement process and system enhancements to improve handoffs and execution across cross-functional teams.
  • Bachelor’s degree in engineering or business; OR high school diploma/equivalency certificate with 5+ years of professional experience.
  • 2+ years of consulting or project management experience, OR 2+ years in a customer-facing role.
  • Knowledge or experience in customer support, eCommerce, account management, or sales operations.
  • Proven ability to manage multiple projects and deliver under tight timelines and resource constraints.
  • Strong problem-solving and analytical skills, with the ability to go beyond the apparent answers to uncover root causes and solutions.
  • Demonstrated ability to capture and incorporate feedback from customers into actionable improvements.
  • Excellent written and verbal communication skills, with experience crafting and presenting professional presentations.
  • Empathy, active listening, and resilience in managing relationships.
  • Industry experience in water treatment technology, consumer products, or maritime is a plus.
  • Work on high-impact problems with global relevance
  • Help scale breakthrough technology in water security and climate resilience
  • Early ownership in a high-growth, engineering-led startup
  • Join a tight-knit, mission-driven team in a fast-paced environment
  • Build long-term career equity as we grow
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