Customer Success Manager

Nysonian • Miami, FL

98d

About The Position

The Customer Success Manager will own the post-purchase customer journey, ensuring satisfaction, loyalty, and repeat purchases across all Nysonian brands. You’ll lead pods in Support, Loyalty, and Community, build scalable processes, and act as the voice of the customer to influence product, operations, and marketing. This is a hands-on leadership role for someone who thrives in hypergrowth environments and can balance empathy with operational excellence.

Requirements

• 5+ years in Customer Success, CX, or Support Leadership (DTC/e-commerce preferred)
• Strong leadership and coaching skills for small, agile teams
• Proven ability to create structure and scalable processes in hypergrowth environments
• Data-driven mindset; skilled at tracking and reporting KPIs
• Excellent communication and customer-first approach

Nice To Haves

• Experience with SaaS, fintech, or tech-enabled services
• Bilingual in English/Spanish
• Familiarity with customer support platforms (Zendesk, Gorgias, etc.)

Responsibilities

• Lead the customer journey post-purchase: onboarding, support, loyalty, and retention.
• Manage and mentor pods across Support, Loyalty, and Community teams.
• Ensure brand-right communication with customers via chat, email, phone, social, and reviews.
• Oversee review and reputation management (Amazon, Trustpilot, app stores).
• Build scalable systems and workflows that shift support from reactive to proactive.
• Act as the voice of the customer, channeling feedback to product, ops, and marketing teams.
• Own performance KPIs: CSAT, NPS, response times, repeat purchase rate, churn, and LTV.

Benefits

• Competitive salary
• Benefits
• PTO
• Performance-based incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level