Manager, Customer Success

Ingenio•Tampa, FL

11d•Remote

About The Position

Ingenio is on a mission to make spiritual wellness a core part of modern self-care. We are a global media and technology company developing products that provide guidance on love, relationships, careers, and all aspects of life. We are passionate about connecting people with the world’s best advisors and content to restore spiritual wellness to its rightful place, easing the stress of modern life with trusted ancient practices. Our global portfolio spans over 20 marketplace and media brands in the spiritual and emotional wellness space. Our flagship brands include Keen, Horoscope.com, Astrology.com, Purple Garden, Kasamba, and Kang. As the Manager, Customer Success, you are the architect of quality service across our global brands. Your mission is to cement our platform’s position as a leader in spiritual guidance by driving client trust through exceptional multi-channel service tailored to each platform’s strengths. You are a driver of innovation, evolving support into a proactive engine for top-line growth and loyalty. By leveraging a deep understanding of our products, the user experience, and evolving customer needs, you will proactively identify and champion opportunities for product improvements and business growth. Through continuous improvement and success-led service, you ensure every interaction strengthens the business and deepens the client bond.

Requirements

Leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and priorities.
Understand the "Why" behind the "What." Align service strategies with the company’s broader financial goals and KPIs, ensuring that every operational change contributes to the bottom line.
Stay ahead of industry trends and familiar with service standards, constantly driving improvements to our methodologies and challenging the team to evolve, leveraging new tools and new ways of solving problems, and seeking to drive an improved user experience that supports business KPIs.
Identify and implement AI-driven and non-AI solutions and automation to enhance the client experience and drive team efficiency without sacrificing the human touch of our spiritual brands.
Be a dynamic collaborator who excels at building bridges across all organizational levels.
Champion a culture of trust by empowering your direct reports, synchronizing with peers, and engaging partners across the organization.
Candidates must have valid work authorization.
This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas.

Nice To Haves

We'd love to talk with you regardless of your qualifications or years of experience. If you believe you’d be a great fit for this role, we invite you to apply even if you do not meet all points on the job description.

Responsibilities

Drive exceptional service quality across all channels (Email, WhatsApp, Messaging). Define the standards for Tier 1 and Tier 2, ensuring each channel’s engagement potential is fully realized, and tracking customer satisfaction and issue resolution.
Responsible for the service team’s readiness and related policies, as well as escalation protocols and the successful management of high impact or sensitive situations.
Manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs.
Responsible for ensuring both Tier 1 and Tier 2 are trained on technical workarounds, known issues, and escalation paths to minimize client friction during technical disruptions.
Leverage a deep, expert-level understanding of the product, its features, and the end-to-end user experience to serve as a high-impact feedback loop for the business.
Establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insights.
Identify unmet client needs and potential areas for business impact by looking both at existing friction and beyond it, as well as understanding the business KPIs, focus areas and challenges.
Be a key contributor during the feature definition phase, providing essential insights into user behavior and expectations to help shape specifications and ensure a superior user experience.
Lead the transformation of support from a reactive function into a proactive driver of retention and growth.
Reimagine the support journey—shifting from simply providing solutions to actively guiding clients toward successful outcomes.
Identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churn.
Continuously adjust strategies to foster client loyalty and expand their engagement with the platform by measuring the long-term impact of support resolutions.