TMRW - Senior Manager - Customer Success - eCommerce/Apparel (8-12 yrs)

The Lead Customer Success will be responsible for driving the strategy, development, and execution of customer success initiatives within the organization. You will lead a team of customer success managers, ensuring that customers have a positive experience from pre-purchase to post-purchase. You will work cross-functionally with other teams such as sales, marketing, product, and logistics to address customer needs and deliver exceptional service.

Key Responsibilities :

Leadership & Team Management :

- Lead, mentor, and develop a high-performing customer success team to deliver best-in-class service.

- Set team objectives, KPIs, and performance standards, ensuring continuous improvement and high engagement.

- Foster a customer-centric culture within the team, encouraging proactive problem-solving and customer advocacy.

Customer Relationship Management:

- Oversee and manage high-value customer accounts, ensuring excellent service and resolving issues in a timely manner.

- Develop and execute strategies to improve customer retention and lifetime value.

- Act as an escalation point for complex customer issues and collaborate with cross-functional teams to resolve them quickly.

Customer Engagement & Advocacy:

- Develop and implement strategies to drive customer engagement, loyalty, and satisfaction.

- Advocate for customer needs internally and provide insights to product, marketing, and sales teams.

- Build long-term relationships with customers to increase repeat business and positive reviews.

Data-Driven Insights & Reporting :

- Monitor key customer success metrics (e.g., Net Promoter Score, customer satisfaction, churn rate) and develop actionable insights.

- Analyze customer feedback and identify trends, areas for improvement, and opportunities to optimize the customer journey.

- Prepare regular reports on customer health, team performance, and program outcomes for senior leadership.

Process Improvement & Innovation :

- Develop and improve customer success processes to ensure smooth interactions, timely resolutions, and proactive engagement.

- Lead initiatives to streamline communication across teams, ensuring an efficient workflow and a seamless customer experience.

- Stay current on industry trends, best practices, and new technologies to continuously enhance the customer experience.

Cross-Functional Collaboration:

- Work closely with the sales team to identify upsell and cross-sell opportunities.

- Partner with the product and marketing teams to deliver personalized and targeted communications to customers.

- Collaborate with logistics and operations to address any shipping, delivery, or return-related issues promptly.

Qualifications:

- Bachelor's degree in Business, Marketing, or a related field (or equivalent experience).

- 8+ years of experience in customer success or customer support, with at least 2 years in a leadership or managerial role, preferably in an eCommerce or apparel company.

- Proven track record of managing and growing customer success teams.

- Strong understanding of customer success metrics and experience using tools like Salesforce, Zendesk, or similar platforms.

- Exceptional communication and interpersonal skills, with the ability to build relationships at all levels of the organization.

- Ability to analyze data and use insights to drive customer satisfaction and business growth.

- Strong problem-solving skills and a customer-centric mindset.

- Experience with eCommerce platforms and an understanding of the unique challenges in the apparel industry is a plus.