Heavenly Heat Saunas · 10 hours ago
Customer Success Manager
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $90K/yrHeavenly Heat Saunas is a high-performance health company focused on offering the healthiest home saunas. They are seeking a Customer Success Manager to lead the customer success function and enhance the end-to-end customer experience.
Health Wellness & Fitness
Responsibilities
Lead and manage the Customer Success function, ensuring a consistently high-quality customer experience
Own and continuously improve the end-to-end customer experience, including post-purchase follow-up, customer reviews, feedback loops, and long-term relationship building
Design, document, and improve customer-facing processes to drive efficiency, clarity, and consistency
Develop customer experience standards, policies, and best practices
Hire, onboard, train, and develop the Customer Success team as the company scales
Handle escalated customer issues with professionalism, empathy, and strong problem-solving skills
Partner with Operations, Sales, Logistics, and Product teams to resolve issues and improve the overall customer experience
Track and analyze key customer success metrics (CSAT, response times, resolution rates, repeat purchase indicators, etc.)
Identify trends in customer feedback and proactively recommend improvements to products, processes, or communication
Help implement tools, systems, or technology to improve customer support workflows and reporting
Collaborate with vendor and service partners to refine processes, resolve issues, and improve the overall customer experience
Qualification
Required
Proven experience in a customer success, customer support, or customer experience leadership role
Strong passion for delivering an excellent customer experience and continuously improving it
Experience designing, improving, or documenting customer-facing processes
Excellent communication skills, both written and verbal
Strong problem-solving skills and the ability to handle complex or sensitive customer situations
Organized, detail-oriented, and comfortable managing multiple priorities
Comfortable working cross-functionally with internal teams
A hands-on, ownership-driven mindset with a bias toward action
Willing and able to engage directly with customers by phone and take ownership of escalated or sensitive customer issues
Preferred
Experience in ecommerce, DTC, or a high-growth environment is a strong plus
Company
Heavenly Heat Saunas
Heavenly Heat Saunas is a health, wellness and fitness company based out of Austin, TX United States.
Founded in 1988
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase