Customer Success Manager

iRESTORE

8d•$80,000 - $100,000•Remote

About The Position

iRESTORE is seeking a Customer Success Manager to lead the day-to-day performance of its global Customer Success team. The role ensures customers receive timely, high-quality support while improving service, quality assurance, retention, and sales performance. The position is suited to a hands-on people leader who remains close to daily operations and can address escalations, agent questions, service gaps, and performance issues. The Customer Success Manager coaches and develops the team, strengthens quality assurance and training, and helps expand the function beyond traditional support to include customer retention and revenue generation. The role reports to the Director of Customer Success & Experience and collaborates with Marketing, Supply Chain, and external partners. iRESTORE is a fast-growing direct-to-consumer beauty and wellness brand focused on technology-led solutions for hair regrowth, skin, and body care. The company seeks people who take ownership, collaborate, think big, and use data to make decisions as it grows toward becoming a global leader in beauty, health, and wellness.

Requirements

At least 5 years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function; DTC or eCommerce experience is preferred.
At least 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 approach and comfort using performance trends to identify problems, coach teams, and improve results.
Strong written and verbal communication skills and ability to lead effectively across teams and time zones.
Experience with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar.

Nice To Haves

Experience within beauty, wellness, consumer products, or another high-growth DTC brand.
Experience building or improving QA programs, agent scorecards, and coaching frameworks.
Experience using AI, automation, or self-service tools to improve customer support operations.

Responsibilities

Lead the day-to-day performance of the Customer Success team, setting expectations and ensuring consistent execution.
Monitor and analyze 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; identify trends and drive action.
Own team quality assurance, including interaction reviews, QA scorecards, calibration, coaching, and identifying recurring performance or knowledge gaps.
Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales performance.
Act as an escalation point for complex or sensitive customer situations and ensure timely resolution 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 improve training, SOPs, macros, workflows, knowledge-base content, and team processes.
Partner 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.