The Shade Store · 4 weeks ago
Client Success Manager - West Coast
Santa Monica, CA
Full-time
Onsite
Mid, Senior Level
$75K/yr - $85K/yr
5+ years expThe Shade Store is a company that has been handcrafting custom window treatments for 75 years. They are seeking an experienced Client Success Manager to manage high-impact client concerns and escalations, ensuring a positive brand experience while advocating for the client and balancing company policies.
E-CommerceProfessional Services
Responsibilities
Serve as the primary point of contact for client escalations delivered via social media reviews, executive level escalations, or via other avenues, delivering high-touch support via phone, email, and text
Investigate and resolve sensitive or complex client issues with urgency, accuracy, and professionalism, ensuring a positive brand experience while advocating for the client and balancing company policies
Document all escalated interactions with clear notes and follow-up actions for reporting
Follow up with clients throughout the resolution process, keeping them informed and building trust
Apply critical thinking to assess escalation root causes and develop effective resolution plans
Partner with internal teams (Sales, Measure & Install and Production) to drive timely issue resolution, identify trends and drive process improvements. Contribute to internal feedback loops to represent the voice of the customer and advocate for improvements
Stay informed on product offerings, policies, and internal processes to accurately address customer needs
Support the broader Client Services team as needed to ensure departmental goals are met
Qualification
Required
5+ years of experience in customer service role, with a focus on issue resolution or escalation management
Exceptional written and verbal communication skills, with the ability to stay composed and professional under pressure
Strong problem-solving and analytical skills; able to manage competing priorities and tight deadlines
Demonstrated ability to manage sensitive conversations with empathy
A team player with a proven ability to work collaboratively across departments to resolve issues and improve processes
Strong organizational and project management skills, with the ability to manage multiple priorities and drive initiatives from start to finish
Availability to work varied shifts including some Saturdays based on business needs
Preferred
Experience in luxury retail, hospitality, healthcare, or airline industries is a plus
Benefits
Medical Benefits
401k with Company Match
Up to $100k Life Insurance & Short-Term Disability (Employer Paid)
Legal and Pet Insurance Plans
Employee Assistance Program
Product Discount
Company
The Shade Store
We strive to make the process of ordering custom window treatments easy and affordable.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2018-08-09Acquired
Leadership Team
Dan Gabrielsen
Chief Financial Officer
Gregg Hurley
CDO, The Shade Store
Recent News
New Orleans CityBusiness
2025-10-09
Company data provided by crunchbase