Senior Customer Success Manager

Job Title: Senior Customer Success Manager (IC + Department Lead) Company: Lyfe Hardware Location: Remote Schedule: 9:00 am – 5:00 pm EST (EST overlap required) Experience: 10+ Years Industry: E-commerce, D2C, Hardware Compensation: Competitive (based on experience) Please note: This is a remote role — candidates must have access to their own laptop and a stable internet connection. About Lyfe Hardware Lyfe Hardware is a fast-growing US‑based D2C ecommerce brand in the home improvement and architectural hardware category. We combine great design, seamless operations, and a high‑touch customer experience. As we scale across Shopify, Amazon, and major marketplaces, customer expectations are rising fast. We’re looking for a senior Customer Success Manager who can run the entire CS function independently, while also being hands‑on in day‑to‑day execution. Role Overview The Customer Success Manager will own and operate Lyfe’s Customer Success & Support department end‑to‑end. This is a hybrid IC + leadership role, meaning you will both: Personally handle and drive complex support execution, and Build, lead, and scale the full CS team and system from scratch. You will set up SOPs, quality systems, reporting, training, escalation handling, and performance management. You will be fully accountable for customer experience across all support channels. This person reports directly to the founders. It is a leadership role with full ownership. Key Responsibilities Department Ownership (IC + Leadership) Run the entire Customer Success function independently, from support quality to team performance. Act as both strategic owner and hands‑on executor when needed. Lead support operations globally with complete accountability for outcomes. Handle sensitive and complex escalations personally and set the benchmark for resolution quality. Team Building & Scaling (0→1, 1→N) Build and scale the CS team from scratch: hiring, onboarding, training, and ongoing coaching. Set roles, workflows, and capacity planning for a growing support volume. Drive performance management: feedback loops, calibration, upskilling, and accountability systems. Create a high‑ownership culture where agents operate with clarity and confidence. SOPs, Playbooks & Process Governance Build and standardize SOPs for every major customer touchpoint (pre‑purchase, post‑purchase, order issues, returns, replacements, warranties, installation questions, etc.). Create escalation frameworks, triage logic, tone guidelines, macros/templates, and onboarding kits. Maintain a living CS knowledge base and continuously improve workflows as scale increases. Quality, Reporting & Continuous Improvement Audit tickets regularly to enforce process adherence and communication standards. Define and own KPIs such as response time, resolution rate, backlog health, escalation rate, CSAT/NPS. Identify recurring issues and fix root causes through SOP changes, training, automation, or cross‑functional action. Deliver weekly CS reports to founders with insights, risks, and improvement roadmap. Cross‑functional Collaboration Partner with operations, logistics, catalog, and product teams to resolve systemic issues. Turn customer feedback into actionable fixes across products, policies, packaging, and supply chain. Ensure cross‑team communication remains fast, transparent, and customer‑first. Tools, Automation & Efficiency Own helpdesk tools and workflows (Zendesk, Freshdesk, Gorgias, or similar). Implement scalable support automation: chatbots, macros, tagging rules, routing logic, AI‑assisted responses. Improve throughput and consistency while maintaining high service quality. What We’re Looking For Must‑Haves 10+ years of experience in Customer Success / Customer Experience leadership. Prior experience independently managing an entire CS department. Strong track record of building CS teams from scratch (0→1) and scaling support operations. Ecommerce/D2C/logistics‑heavy experience (Shopify/Amazon/marketplaces strongly preferred). Excellent English communication (written + spoken): crisp, warm, and highly professional. Strong process‑builder: can create SOPs, governance, and structured training systems. Comfortable working with distributed teams and driving accountability remotely. Hands‑on expertise with helpdesk platforms and reporting dashboards. Ownership mindset: you don’t wait for problems — you prevent them. Bonus Points Engineering background or strong technical aptitude. Deep familiarity with CS automation (chatbots, AI tools, advanced macros, routing logic). Marketplace support exposure (Amazon, Wayfair, Walmart). Tools You’ll Use Customer Support: Zendesk, Freshdesk, Gorgias (or equivalent) Documentation / SOPs: Notion, Google Workspace Reporting: Google Sheets, dashboards, Asana Automation / AI: ChatGPT, n8n, macros, chatbots, helpdesk automations Communication: Slack, Loom Why Join Lyfe Hardware? Work directly with founders in a high‑ownership, impact‑first environment. Build and scale a CS engine for a rapidly growing ecommerce brand. Fully remote role with autonomy and clear expectations. Fast‑paced environment where your work shapes customer trust and brand reputation. Skills: process improvement, customer success management, operations, startup experience, ecommerce, leadership, escalation, CRM, remote locations, customer success planning, SOP development #J-18808-Ljbffr