Customer Success Manager

Job not on LinkedIn

🕒 September 18

🏄 California – Remote

🏄 California – Remote

💵 $80k - $100k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 2%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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iRESTORE

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2003

🏥 Healthcare

🍽️ Food & Beverage

💼 Consulting

Healthcare • Food & Beverage • Consulting

iRESTORE is a direct-to-consumer health and beauty company that develops and sells FDA-cleared red light / low-level laser therapy (LLLT) devices and complementary hair and skincare products to treat hair thinning and promote skin rejuvenation. The brand markets at-home wearable hardware (helmets, caps) and topical formulas, emphasizes clinical studies and doctor endorsements, offers online quizzes, bundles, a warranty/return program, and sells primarily through its eCommerce storefront and marketplaces.

📋 Description

• Lead the day-to-day performance of the Customer Success Team, setting clear expectations and ensuring consistent execution • Monitor and analyze daily 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 • Use data to identify trends, surface issues, and drive action • Own quality assurance across the team, including interaction reviews, QA scorecards, calibration, coaching, and identification of recurring performance or knowledge gaps • Coach and develop Team Leads and Associates to improve customer experience, productivity, quality, retention, and sales performance • Serve as an escalation point for complex or sensitive customer situations • 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 translate them into improvements across training, SOPs, macros, workflows, knowledge-base content, and team processes • Partner cross-functionally 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 • Report to the Director of Customer Success & Experience and collaborate with Marketing, Supply Chain, and external partners

🎯 Requirements

• 5+ years of experience in Customer Success, Customer Support, Customer Experience, or a related customer-facing function, preferably within DTC or eCommerce • 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 and comfortable using performance trends to identify problems, coach teams, and improve results • Strong written and verbal communication skills with the ability to lead effectively across teams and time zones • Experience within beauty, wellness, consumer products, or another high-growth DTC brand • Experience with Shopify and customer support platforms such as Gorgias, Zendesk, Kustomer, or similar • Experience building or improving QA programs, agent scorecards, and coaching frameworks • Experience using AI, automation, or self-service tools to improve customer support operations

🏖️ Benefits

• Performance-based bonus • Medical, Dental, and Vision insurance • Unlimited PTO + paid holidays • Remote-first work environment • Stipends for fitness, continuous learning, and work-from-home setup • Discounts on iRESTORE Products • High-visibility role with opportunities for career growth • Collaborative, fast-moving team that values initiative and ideas