Customer Success Manager

About the role

iRESTORE is seeking a hands‑on Customer Success Manager to lead its global Customer Success team. You will ensure high‑quality support, drive retention and revenue, and evolve the function from pure support to a growth engine.

Key responsibilities

• Lead day‑to‑day performance of the Customer Success team, setting expectations and ensuring consistent execution.
• Monitor and analyze service metrics (queue volume, SLA, CSAT, QA, retention, sales) and act on trends.
• Own quality assurance, including interaction reviews, scorecards, calibration and coaching.
• Coach Team Leads and Associates to improve experience, productivity, quality, retention and sales.
• Serve as escalation point for complex customer issues, ensuring swift resolution.
• Drive retention and assisted‑sales through save strategies, product education, cross‑sell and upsell.
• Translate recurring pain points into improvements in training, SOPs, macros, workflows and knowledge‑base content.
• Partner with Retention, Growth, eCommerce, Product and Operations on promotions, launches and initiatives.
• Improve service quality and efficiency through process, technology, AI and automation.

Required profile

• 5+ years in Customer Success, Support or Experience, preferably DTC/eCommerce.
• 2+ years managing customer support teams, including global/offshore or BPO environments.
• Proven experience with quality assurance, coaching and performance management.
• Track record of meeting high‑volume service‑level targets and driving retention/sales programs.
• Data‑driven mindset with strong judgment on complex escalations.
• Excellent written and verbal communication across time zones.

Required skills

• Shopify
• Customer support platforms such as Gorgias, Zendesk or Kustomer
• Quality‑assurance program design and agent scorecards
• AI, automation or self‑service tools for support operations

What we offer

• Base salary $80,000 – $100,000 USD per year, plus performance‑based bonus
• Medical, dental and vision insurance
• Unlimited PTO + paid holidays
• Remote‑first work environment with fitness, learning and home‑office stipends
• Product discounts and high‑visibility growth opportunities