Customer Success Manager
(E-commerce / DR Marketing)
Fully Remote
Schedule
Flexible
(set your own hours)
Flexible (set your own hours)
Employment Type
Full-time
Full-time preferred; part-time options available
Compensation
Competitive salary,
paid in USD
6-figure annual salary, paid in USD
Company Overview
We operate multiple high-growth e-commerce brands in the skincare and health & wellness sectors, consistently achieving 7-figure monthly revenues. Our DNA is rooted in direct response marketing and aggressive scaling. As we push toward 9-figure annual revenue, we are looking for a world-class Customer Success Manager to own the post-purchase experience and turn customer satisfaction into a growth engine.
Company Overview
We operate multiple high-growth e-commerce brands in the skincare and health & wellness sectors, consistently achieving 7-figure monthly revenues. Our DNA is rooted in direct response marketing and aggressive scaling. As we push toward 9-figure annual revenue, we are looking for a world-class Customer Success Manager to own the post-purchase experience and turn customer satisfaction into a growth engine.
Why Join Us?
Full Ownership: You aren’t just managing tickets; you are building the entire CS infrastructure.
High-Performance Culture: Work with an ambitious, fast-moving team that values results over activity.
Scalability: Play a key role in a company scaling from 7 to 8 and 9 figures.
Why Join Us?
Full Ownership: You aren’t just managing tickets; you are building the entire CS infrastructure.
High-Performance Culture: Work with an ambitious, fast-moving team that values results over activity.
Scalability: Play a key role in a company scaling from 7 to 8 and 9 figures.
Role Summary
As our Customer Success Manager, you will be the guardian of the customer journey. This is a leadership-track role that requires a blend of high emotional intelligence (EQ) and hard data fluency. You will be responsible for ensuring every customer interaction reinforces our brand, reduces churn, and maximizes Lifetime Value (LTV).
You will manage the CS department, optimize response workflows, and use data to tell us exactly where our funnel or products need improvement.
We need a "Can-Do" leader, not a task-taker.
Role Summary
As our Customer Success Manager, you will be the guardian of the customer journey. This is a leadership-track role that requires a blend of high emotional intelligence (EQ) and hard data fluency. You will be responsible for ensuring every customer interaction reinforces our brand, reduces churn, and maximizes Lifetime Value (LTV).
You will manage the CS department, optimize response workflows, and use data to tell us exactly where our funnel or products need improvement.
We need a "Can-Do" leader, not a task-taker.
Key Responsibilities
Total Department Ownership: Lead the CS function with a focus on high-speed resolution and premium quality.
Data & KPI Management: Track, analyze, and report on CSAT, Customer Surveys, First Response Time, and Refund Rates. Data must inform your decision making process.
Systems Thinking: Build and refine SOPs that allow our CS team to scale seamlessly as volume increases.
Feedback Loop: Work closely with the Growth and Product teams to translate customer pain points into actionable product/funnel improvements.
Team Leadership: Hire, train, and mentor support agents to maintain elite standards of communication.
Crisis Management: Handle high-level escalations and a solution-oriented mindset.
Key Responsibilities
Total Department Ownership: Lead the CS function with a focus on high-speed resolution and premium quality.
Data & KPI Management: Track, analyze, and report on CSAT, Customer Surveys, First Response Time, and Refund Rates. Data must inform your decision making process.
Systems Thinking: Build and refine SOPs that allow our CS team to scale seamlessly as volume increases.
Feedback Loop: Work closely with the Growth and Product teams to translate customer pain points into actionable product/funnel improvements.
Team Leadership: Hire, train, and mentor support agents to maintain elite standards of communication.
Crisis Management: Handle high-level escalations and a solution-oriented mindset.
Requirements (Must-Have)
You treat the business as your own. You don’t wait for a "to-do" list; you identify and fix gaps.
You are comfortable with numbers and spreadsheets. You know how to use data to drive decisions.
Exceptional communication skills with the ability to lead a team and de-escalate complex customer issues.
Proven experience in a supervisory or management role within a remote environment.
Understanding of the post-purchase flow in a fast-paced e-commerce environment.
Native-level written and verbal communication is non-negotiable.
Strong cross-cultural communication skills and a commitment to building an inclusive environment
Requirements (Must-Have)
You treat the business as your own. You don’t wait for a "to-do" list; you identify and fix gaps.
You are comfortable with numbers and spreadsheets. You know how to use data to drive decisions.
Exceptional communication skills with the ability to lead a team and de-escalate complex customer issues.
Proven experience in a supervisory or management role within a remote environment.
Understanding of the post-purchase flow in a fast-paced e-commerce environment.
Native-level written and verbal communication is non-negotiable.
Strong cross-cultural communication skills and a commitment to building an inclusive environment
Nice to Have (Not Required)
Ideally based in the Philippines.
Understanding how CS impacts ROAS and LTV in a DR marketing ecosystem.
Nice to Have (Not Required)
Ideally based in the Philippines.
Understanding how CS impacts ROAS and LTV in a DR marketing ecosystem.
Ideal Candidate Profile
You have a "Can-Do" attitude, are eager to learn new skills, and willing to take on any task to get the job done.
You are proactive.
You thrive in a high-pressure environment where speed and quality are equally valued.
You can step in and handle tickets yourself if needed, but your primary focus is building a system that works.
Ideal Candidate Profile
You have a "Can-Do" attitude, are eager to learn new skills, and willing to take on any task to get the job done.
You are proactive.
You thrive in a high-pressure environment where speed and quality are equally valued.
You can step in and handle tickets yourself if needed, but your primary focus is building a system that works.
Work Structure
Full-time: 150+ hours per month.
Flexible schedule
Fully remote with a high-performance, fast-moving culture.
Work Structure
Full-time: 150+ hours per month.
Flexible schedule
Fully remote with a high-performance, fast-moving culture.
Important
This is not a standard support role. We are looking for a Customer Success Leader who understands that in a 9-figure business, CS is a profit center, not a cost center. If you are a high-ownership individual who loves data and people in equal measure, we want you.
Important
This is not a standard support role. We are looking for a Customer Success Leader who understands that in a 9-figure business, CS is a profit center, not a cost center. If you are a high-ownership individual who loves data and people in equal measure, we want you.
Ready to Apply?
If you’re ready to lead growth at scale and meet these qualifications, apply here
Apply Here
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Having issues?
Contact us at: info@peakros.com
Having issues?
Contact us at: info@peakros.com