Apply on Employer Site

Victrola · 3 days ago

Senior Customer Success Manager

Denver, CO

Full-time

Hybrid

Senior Level

$100K/yr - $120K/yr

7+ years exp

Victrola is a company that values music and innovation, aiming to create products that bring lifelong music memories into people's homes. The Senior Customer Success Manager is responsible for leading and scaling a high-performing Customer Success team, overseeing the customer success lifecycle, and ensuring a best-in-class experience for customers.

Consumer ElectronicsE-CommerceMusicRetail

Hiring Manager

Kayla Zundel

Responsibilities

Own the end-to-end customer success lifecycle, including onboarding, ongoing account health, escalations and continuous improvement

Define and implement customer success best practices, playbooks, and standards to ensure consistency and quality across the team

Ensure Customer Success Managers operate as trusted partners to customers rather than transactional support resources

Serve as the senior escalation point for complex or high-impact customer issues

Balance customer advocacy with business, financial and operational considerations

Lead, coach and develop a team of Customer Success Managers to drive strong performance, engagement, and accountability

Recruit, hire, and onboard Customer Success talent with the skills, judgement, and customer orientation required for strategic account ownership

Set clear expectations and performance goals tied to customer outcomes, onboarding success, issue resolution quality and team effectiveness

Conduct regular one-on-ones, performance reviews and professional development planning

Build a culture of ownership, proactive problem solving, and continuous improvement

Own and project-manage all customer onboarding activity, driving timelines, milestones, dependencies, and accountability to ensure launches are timely, accurate, and well-coordinated

Define and maintain onboarding standards, success criteria, and workflows, ensuring consistency, clarity, and repeatable execution across customers

Lead cross-functional onboarding planning with Sales, ensuring clear handoffs, defined responsibilities, and alignment from pre-sale through go-live

Coordinate and drive execution across Finance and Operations, proactively identifying risks, removing onboarding friction, and keeping stakeholders aligned through launch

Serve as the primary Customer Success leader partnering with Sales, Finance, Operations, and IT

Influence cross-functional teams to resolve issues, improve processes, and enhance the customer experience

Act as the internal voice of the customer, ensuring customer impacts are considered in decision making

Maintain end-to-end ownership of customer operations, ensuring accurate, timely, and compliant execution across onboarding, order management, fulfillment, invoicing, and ongoing account maintenance

Retain ultimate accountability for the quality and accuracy of all customer-facing operational work performed by the team, regardless of delegation

Oversee and validate execution across all order channels (EDI, manual, accommodation, FTP), stepping in directly to resolve complex issues, escalations, or exceptions

Ensure order accuracy from entry through fulfillment and invoicing, including ASNs, customer documentation, and internal system alignment

Proactively manage operational risks, including inventory constraints, ship windows, compliance requirements, and chargeback exposure

Monitor customer portals for compliance updates and TOS changes, ensuring impacts are communicated internally and addressed in execution

Lead and participate in investigations related to shortages, damages, discrepancies, and chargebacks, driving corrective action and process improvements

Identify opportunities to improve efficiency, reduce errors, and strengthen controls while maintaining day-to-day operational excellence

Lead problem-solving and collaboration with IT to ensure accurate and efficient Enterprise Systems to support customer requirements and sales operations

Define, track, and report on customer success KPIs, including onboarding cycle time, customer health indicators, escalations, retention risk, chargebacks, and customer satisfaction

Use data and customer insights to improve team effectiveness and customer outcomes

Provide leadership with clear visibility into customer risks, trends, and opportunities

Other duties as assigned

Qualification

Customer success lifecycleTeam leadershipCross-functional collaborationERP systemsCustomer health managementCoaching skillsAnalytical mindsetRelationship-buildingTime managementAttention to detail

Required

Must possess deep understanding of customer success lifecycle and customer health management

Must possess strong sense of ownership and accountability for customer outcomes

Must possess strong judgment and decision-making capability in complex customer situations

Must possess strong coaching, people development and performance management skills

Must possess excellent relationship-building and stakeholder management skills

Ability to lead through influence and cross-functional collaboration

Ability to work independently with minimal supervision while collaborating effectively across departments

Must possess strong organizational skills and prioritization skills in a deadline-driven environment

Must possess strong time management skills to prioritize tasks and meet deadlines

Ability to multitask and handle multiple responsibilities simultaneously

Must possess excellent interpersonal and communication skills (written and verbal) for interacting with team members, customers, and other stakeholders

Must possess analytical mindset with the ability to identify trends, risks and improvement opportunities

Must possess strong attention to detail to ensure accuracy in all tasks

Must possess the ability to think strategically while navigating ambiguity and solving complex problems

Ability to prioritize conflicting needs, handle issues expeditiously, proactively, and follow-through on projects to successful completion, often with deadline pressures

Must possess advanced proficiency in using ERP systems, customer portals and reporting tools

Bachelor's degree in business, sales, operations or related field

Equivalent or comparable working experience may be considered in lieu of degree

7+ years' experience in customer success, account management, or customer-facing leadership role required, with ownership of customer lifecycle outcomes

3+ years' experience leading a Customer Success or customer-facing team, with demonstrated success building high-performing teams

Preferred

Experience supporting large or strategic retail customers strongly preferred

Proven experience partnering cross-functionally with Sales, Finance and Operations

Knowledge of SAP ERP system preferred

Benefits

Competitive pay with generous benefits package

Volunteer time-off to give back to your community.

Company

Victrola

Victrola is an online store that offers record players, turntables, speakers, radios, and accessories products.

Founded in 1906

Port Washington, New York, USA

51-200 employees

https://victrola.com/

Funding

Current Stage

Growth Stage

Leadership Team

Scott Hagen

CEO

David Ireland

Global Head of Marketing and Partnerships