[Remote] Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. Ingenio is a global media and technology company focused on spiritual wellness. The Manager, Customer Success will drive exceptional service quality, lead strategic retention efforts, and foster a high-performing team to enhance client experiences and business growth.ResponsibilitiesDrive exceptional service qualityEnsure 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 resolutionYou 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 situationsYou will manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugsYou 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 disruptionsYou 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 businessYou will establish and lead a structured Voice of the Customer (VOC) analysis process, transforming raw client interactions into actionable insightsBy 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 impactYou 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 experienceYou will lead the transformation of support from a reactive function into a proactive driver of retention and growthThis involves reimagining the support journey—shifting from simply providing solutions to actively guiding clients toward successful outcomesYou will identify opportunities for innovative proactive outreach, particularly through messaging channels, to address friction areas before they lead to churnBy measuring the long-term impact of support resolutions, you will continuously adjust strategies to foster client loyalty and expand their engagement with the platformYou will be a hands-on leader who coaches, supports, and develops a high-performing Client Success teamYou will foster a culture of accountability, collaboration, and continuous improvement, helping team members grow professionally while driving strong business impactThrough 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 challengesSkillsMinimum 2 years of experience managing and developing teamsData-Driven Leadership: You leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and prioritiesBusiness 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 lineProactive 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 KPIsOperational 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 brandsTeam 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 organizationCandidates 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 visasBenefitsFriendly, talented, collaborative and entrepreneurial teamPremium medical, dental, and vision insuranceGenerous holiday and PTO policies (including Birthday PTO!)Summer FridaysTechnology stipendTraining and development opportunities and allowanceFun and inclusive digital, and (in the future) in-person eventsCompany OverviewIngenio is a knowledge-commerce platform, connecting customers and advisors through its proprietary web and telephony technology solutions. It was founded in 1999, and is headquartered in San Francisco, California, USA, with a workforce of 201-500 employees. Its website is http://www.ingenio.com.