How you'll be impactful:
As the Manager, Customer Success, you are the architect of quality service across our global brands. Your mission is to cement our platform's position as a leader in spiritual guidance by driving client trust through exceptional multi-channel service tailored to each platform's strengths. You are a driver of innovation, evolving support into a proactive engine for top-line growth and loyalty. By leveraging a deep understanding of our products, the user experience, and evolving customer needs, you will proactively identify and champion opportunities for product improvements and business growth. Through continuous improvement and success-led service, you ensure every interaction strengthens the business and deepens the client bond.
What you'll be doing:
1. Drive exceptional service quality
Ensure exceptional service quality across all channels (Email, WhatsApp, Messaging). You will define the standards for Tier 1 and Tier 2, ensuring each channel's engagement potential is fully realized, and tracking customer satisfaction and issue resolution.
You are responsible for the service team's readiness and related policies, as well as escalation protocols and the successful management of high impact or sensitive situations.You will manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs. You are responsible for ensuring both Tier 1 and Tier 2 are trained on technical workarounds, known issues, and escalation paths to minimize client friction during technical disruptions.
2. Strategic Product Insight & Opportunity Identification
You and your team will leverage a deep, expert-level understanding of the product, its features, and the end-to-end user experience to serve as a high-impact feedback loop for the business. You will establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insights. By looking both at existing friction and beyond it, as well as understanding the business KPIs, focus areas and challenges, you will identify unmet client needs and potential areas for business impact. You will be a key contributor during the feature definition phase, providing essential insights into user behavior and expectations to help shape specifications and ensure a superior user experience.
3. Drive Strategic Retention & Support Innovation
You will lead the transformation of support from a reactive function into a proactive driver of retention and growth. This involves reimagining the support journey—shifting from simply providing solutions to actively guiding clients toward successful outcomes. You will identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churn. By measuring the long-term impact of support resolutions, you will continuously adjust strategies to foster client loyalty and expand their engagement with the platform.
4. Team Leadership & Culture
You will be a hands-on leader who coaches, supports, and develops a high-performing Client Success team. You will foster a culture of accountability, collaboration, and continuous improvement, helping team members grow professionally while driving strong business impact. Through clear guidance, ongoing feedback, and active involvement in day-to-day operations, you will empower the team to deliver exceptional client experiences and proactively solve challenges.
What you'll need to be successful:
Beyond the daily pillars, you are expected to lead with a "Play to Win" mindset, focusing on:
- Minimum 2 years of experience managing and developing teams.
- Data-Driven Leadership: You leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and priorities.
- Business Acumen: You understand the "Why" behind the "What." You align service strategies with the company's broader financial goals and KPIs, ensuring that every operational change contributes to the bottom line.
- Proactive Innovation: You are a lifelong learner. You stay ahead of industry trends and familiar with service standards, constantly driving improvements to our methodologies and challenging the team to evolve, leveraging new tools and new ways of solving problems , and seeking to drive an improved user experience that supports business KPIs.
- Operational Excellence: You identify and implement AI-driven and non-AI solutions and automation to enhance the client experience and drive team efficiency without sacrificing the human touch of our spiritual brands.
- Team Player: You are a dynamic collaborator who excels at building bridges across all organizational levels. In this role, you will champion a culture of trust by empowering your direct reports, synchronizing with peers, and engaging partners across the organization.
Perks & Benefits:
- Friendly, talented, collaborative and entrepreneurial team
- Premium medical, dental, and vision insurance
- Generous holiday and PTO policies (including Birthday PTO!)
- Summer Fridays
- Technology stipend
- Training and development opportunities and allowance
- Fun and inclusive digital, and (in the future) in-person events
Pay Transparency:
The US base salary range for this full-time position is $75,000-$90,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Candidates must have valid work authorization. This role does not sponsor or support new or transferred H-1B, F-1, OPT, STEM OPT, or any other visas.
