Customer Success Manager - Remote

Overview

As a Customer Success Manager at VSCO, you will lead and scale support efforts for a thriving community of creators, ensuring exceptional customer experiences and collaborating with cross-functional teams.

In Short

• Manage a team of support agents and ensure high-quality customer communication.
• Engage with customers across multiple channels to resolve issues.
• Utilize automation and AI tools to improve support efficiency.
• Gather and analyze customer feedback to influence product development.
• Define and track customer success metrics.
• Develop onboarding programs and support resources.
• Drive retention by identifying at-risk customers.
• Collaborate with cross-functional teams to address issues.
• Monitor tools and workflows for optimization opportunities.
• Flexibility to provide support during evenings and weekends.

Requirements

• 5+ years in customer success, with 3+ years in a management role.
• Strong interpersonal and communication skills.
• Experience with automation tools and AI-driven solutions.
• Ability to analyze and report on trends.
• Proficiency with CRM software like Salesforce and Zendesk.
• Self-motivated with a strong sense of accountability.
• Excellent stakeholder management skills.
• Growth mindset and ability to embrace change.
• Understanding of photography basics is a plus.
• Background in customer retention strategies is a plus.

Benefits

• Virtual first workplace with bi-annual travel events.
• Competitive salary and equity options.
• Healthcare, vision, and dental insurance.
• Flexible time off policy.
• Company-paid parental and medical leave.