WOW Remote Teams

Senior Customer Success Manager

WOW Remote Teams

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Senior

About the role

  • Take full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolution
  • Serve as the escalation point for complex or high-impact customer cases
  • Design, document, and refine Customer Success workflows, SOPs, and quality standards
  • Collaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causes
  • Analyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retention
  • Define and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaints
  • Lead, mentor, and support Customer Success agents while remaining actively involved in execution
  • Represent the customer perspective in strategic discussions and operational decisions

Requirements

  • 7 to 10+ years of experience in Customer Success, Customer Experience, or similar leadership roles
  • Proven experience in ecommerce environments, ideally across platforms such as Shopify, Amazon, or global marketplaces
  • Strong analytical skills with the ability to interpret customer data and translate insights into action
  • Experience managing escalations and complex customer scenarios
  • Demonstrated ability to build systems and scalable processes
  • Comfortable working in a fast-paced, high-growth environment
  • Availability to overlap with EST working hours
Benefits
  • Full-time, 100% remote position
  • Competitive compensation based on experience
  • Direct collaboration with founders and senior leadership
  • High-impact role with visibility and influence across departments
  • Opportunity to shape and scale Customer Success systems in a fast-growing ecommerce brand
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessCustomer Experienceecommerceanalytical skillsdata interpretationKPI monitoringprocess buildingissue resolutionworkflow designSOP documentation
Soft Skills
leadershipmentoringcollaborationproblem-solvingcommunicationcustomer advocacyadaptabilitystrategic thinkingexecutioncustomer retention