Customer Success Manager

As the Customer Success Manager, you are the ultimate advocate for the customer journey and the champion for our internal team. You won’t just be managing support tickets - you will be building a world-class service engine that drives loyalty, maximizes lifetime value, and scales with our growth. Through our company values, here is how you will lead:

• Customer Obsessed: You don’t just solve problems; you anticipate them. You’ll deeply understand our users' needs to ensure every touchpoint delivers value and delight.
• Teamwork Makes the Dreamwork: You’ll act as the connective tissue within your own team and also between departments, partnering with Sales, Operations, Marketing, and Product Development to ensure a seamless experience from sign-up to renewal.
• Operate with Optimism: We believe every challenge is an opportunity. You’ll bring a solution-oriented mindset to complex customer hurdles, keeping morale high and momentum steady even when the "trenches" get deep.
• Take Care of Our Own: Leadership here means mentorship. You are committed to the growth and well-being of your team, fostering an environment where your direct reports feel supported, heard, and empowered to succeed.

Key Responsibilities

Strategic Leadership & People Development

• Mentor & Lead: Direct, train, and inspire the Customer Success team, fostering a culture of accountability, empathy, and continuous improvement.
• Performance Management: Set clear KPIs and benchmarks; manage team performance to ensure alignment with company-wide growth objectives.
• Talent Acquisition: Own the full lifecycle of the Customer Success team—from hiring and onboarding to developing long-term career paths.
• Operations: Manage administrative essentials, including hourly employee timesheets and scheduling.

Customer Advocacy & Revenue Growth

• Relationship Management: Act as the primary escalation point, turning potential friction into long-term loyalty through expert problem-solving.
• Retention Strategy: Proactively design and execute strategies to increase customer retention and lifetime value (LTV).
• Commercial Insight: Identify and qualify upsell/cross-sell opportunities and ideal customer accounts to fuel the sales pipeline.
• Hands-on Support: Lead by example by assisting with high-priority tickets, live chats, or calls during peak volumes.

Process Optimization & Cross-Functional Collaboration

• System Ownership: Continuously audit and optimize our tech stack (Gorgias, Aircall, Wyllo, Brightpearl) to ensure a frictionless experience for both customers and agents.
• Product Feedback Loop: Serve as the "Voice of the Customer" for the Product team, translating user feedback into actionable insights for quality assurance and future features.
• Strategic Feedback Loop: Drive continuous improvement of the online customer experience by providing Marketing with real-time customer feedback, enabling optimization of the website experience for better clarity and conversion.
• End-to-End Delivery Excellence: Collaborate with the Warehouse Operations team to streamline order-handling processes, ensuring that special customer requirements are communicated clearly and executed with precision to maintain high-quality service standards.
• SOP Development: Build and maintain a robust library of internal Standard Operating Procedures and self-service documentation that aligns with company policies.

What You’ll Bring

• Experience: 3–5 years in Customer Success or Sales, with at least 1–3 years in a leadership or management role. Experience working in a remote environment is a plus.
• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent real-world experience).
• Tech Savvy: Professional familiarity with e-commerce ecosystems (Shopify) and helpdesk tools (Gorgias, Aircall).
• Analytical Mindset: You don't just see numbers, you see stories. You can translate data into actionable strategies.
• Communication: Exceptional interpersonal skills with the ability to navigate difficult conversations with grace.
• Adaptability: You thrive in remote, fast-paced environments where "change" is the only constant.

Physical Requirements

• Sitting for most of the work shift, constantly operating a computer with extended hours viewing a computer screen, constant use of fingers, hands, and arms for typing, ability to regularly talk and hear, occasionally lift, push or pull 25 pounds, occasional bending or reaching.

trueCABLE is an equal opportunity employer. Employment is contingent upon the successful completion of a background check.

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