Customer Success Manager

This is a remote position.

The Customer Success Manager leads Customer Success and Fulfillment Teams by overseeing day‑to‑day operations and ensuring tasks are completed efficiently. The role focuses on achieving goals enhancing departmental performance and improving processes while providing detailed performance reporting to leadership. Experience with remote or distributed teams is preferred.

• Effective communication with internal and external customers and stakeholders.
• Serve as an escalation point for the Customer Success team, making precise and accurate decisions based on limited information to benefit both customers and the company.
• Accurately set and monitor DEDs with external warehouses and suppliers.
• Monitor fulfillment processes; identify gaps and provide reactive solutions as well as proactive process improvements to increase fulfillment rates.
• Provide new operational efficiency and cost savings to the company.
• Provide back‑office support and guidance to the customer support team.
• Continuously coach and train your current team of employees.
• Constantly recruit and maintain a network of potential candidates.
• First‑level escalation for customers to support Customer Success and Logistics agents.
• Establish and maintain daily and weekly meeting rhythms with the department.
• Serve as the first line of communication with assigned customers, following up on recent orders, shipping status delays, and rescheduling deliveries as needed.
• Build, develop, document and update internal processes and procedures in accordance with QMS.

• Eliminate Friction Everywhere
• Every Client Every Time Matters
• Accountable for Excellence Each person shapes the client experience
• Teach, Learn and Grow Together
• Say Yes Before Saying No
• Deliver Sustainable Growth

• Strong attention to detail.
• Excellent organizational capabilities.
• Continually outperforms goals and surpasses targets and KPIs.
• Self‑motivated and self‑starter.
• Advanced to expert knowledge of MS Office Suite, especially MS Excel.
• Ability to multitask on high‑priority and sensitive items.
• Minimum 2 years of experience in a similar capacity, including supervision of direct reports.
• To achieve or exceed individual monthly goals.

• Bidding
• Business Solutions
• ABAP
• Business Operations
• Business Sales
• Corporate Marketing

• 15 days PTO
• 20 days PTO after 3 years
• 2 Floating Bank Holidays
• 401(k)
• Insurance
• Company Laptop

Employment Type: Full Time

Experience: Years

Vacancy: 1

Yearly Salary: 65 - 75