Customer Success Manager - Remote

Overview

This role is a strategic and hands-on opportunity to lead and scale a global customer experience function within a fast-growing e-commerce environment. You will own the full customer journey, from pre-sales support through onboarding, aftersales, and long-term retention.

In Short

• Own and continuously improve the end-to-end customer experience.
• Establish, track, and optimize KPIs, workflows, and team goals.
• Build, manage, and mentor a high-performing customer success function.
• Enable consultative sales and client communications across various platforms.
• Oversee accurate quote and invoice creation and client onboarding.
• Lead customer communications related to shipping, damages, returns, and claims.
• Identify operational pain points and implement process improvements.

Requirements

• Minimum of 5 years of experience in customer success or client operations.
• Strong background in e-commerce operations, experience with Shopify and QuickBooks preferred.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving skills.
• Ability to manage multiple workflows in a remote environment.
• Familiarity with professional coffee equipment is a strong advantage.

Benefits

• Fully remote, flexible work environment.
• Opportunity to lead a high-impact function.
• Collaborative culture focused on innovation and customer excellence.
• Exposure to international customers and cross-functional operations.