Customer Success Manager; E-Commerce

Are you passionate about building meaningful partner relationships and driving growth in the fast-paced world of E-Commerce? At Talent Pop
, we partner with hundreds of the world’s most exciting online brands to deliver white-glove support across Customer Experience, marketing, and operational strategy.

We are scaling fast, and we are looking for a Customer Success Manager who thrives on turning client challenges into long-term success stories. If you are a natural relationship-builder, love digging into data to unlock operational efficiency, and want to play a pivotal role in helping ambitious brands scale, this is the opportunity for you.

Application Code:
CSM
26

(Please include this code when prompted during your application so our hiring team can prioritize your profile.)

Location: Remote (US & Canada) / Hybrid (Costa Mesa, CA)

Job Type: Full-Time

• Build and maintain strong relationships with assigned e-commerce accounts to ensure satisfaction and retention.
• Analyze KPIs, performance metrics, and CSAT trends to uncover growth opportunities and mitigate risks.
• Design, implement, and optimize customer service workflows and Standard Operating Procedures (SOPs).
• Lead key client meetings, including onboarding, performance reviews, and strategic check-ins.
• Resolve client escalations using sound business judgment and cross-functional collaboration.
• Coach Customer Service Agents and partner with recruitment to ensure strong agent-client alignment.
• Leverage AI platforms, CRM tools, and reporting systems to streamline client operations.

• 2–4 years of experience in customer success, account management, client operations, or customer experience.
• Proven track record of managing client relationships and driving operational initiatives in a fast-paced environment.
• Strong ability to interpret performance metrics, operational reports, and CSAT data.
• Excellent communication, problem-solving, and cross-functional stakeholder management skills.
• Deep understanding of customer success operations, service delivery processes, and CRM systems.
• Experience building or optimizing customer service workflows and procedures

• US or Canada-based candidate only.
• Hybrid setup for candidates within 50 miles of our Costa Mesa, CA headquarters; fully remote for candidates residing 50+ miles away or based in Canada.
• Hardware and tech provisions provided upon hire.

• Base salary of $65,000–$75,000 USD, plus monthly expansion bonuses and quarterly performance bonuses.
• Comprehensive PPO Health Insurance, plus 100% company-covered Dental & Vision.
• Unlimited PTO (after 90 days of employment) and 401(k) matching.
Company Mac Book and a $300 home office stipend.
• Summer Fridays (shortened workdays during summer months).
• Corporate Wellness Program (24 Hour Fitness membership or Class Pass credits, plus mental health resources).
• Team events and international offsites.