Revance · 20 hours ago
Customer Success Manager
United States
Full-time
Remote
Senior Level
$90K/yr - $100K/yr
5+ years expRevance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. The Manager of Customer Success is responsible for leading a team dedicated to delivering exceptional customer experiences through proactive support, issue resolution, and operational excellence.
BiotechnologyHealth CarePharmaceuticalTherapeutics
Responsibilities
Lead, mentor, and develop a high-performing Customer Success team focused on timely resolution of customer issues and proactive communication
Foster a customer first culture that prioritizes transparency, empathy, and accountability
Monitor team performance using KPIs such as SLA adherence, case quality, response times, and customer satisfaction scores
Serve as the escalation point for complex logistics inquiries, including shipment delays, order discrepancies, carrier issues, and fulfillment errors
Work closely with warehouse, transportation, and planning teams to track order movement, triage delays, and identify root causes for orders that did not ship
Review logistics data and system records (ERP, OMS, WMS, carrier portals) to determine issues such as allocation failures, inventory shortages, system errors, or process gaps
Manage customer and internal escalations with urgency and professionalism, ensuring timely and accurate updates to stakeholders
Develop and maintain escalation protocols and communication frameworks to streamline resolution workflows
Act as the liaison between customers, internal partners, and senior leadership on critical issues impacting customer experience
Conduct deep-dive investigations in order management and logistics systems to identify reasons for incomplete or delayed shipments
Collaborate with IT and Operations to troubleshoot system failures, evaluate data accuracy, and validate order workflows
Recommend and drive system or process enhancements based on recurring issue patterns
Identify trends in escalations and fulfillment issues, using insights to propose operational changes or customer experience improvements
Partner with cross-functional teams to implement corrective actions and long-term solutions
Create and maintain documentation, SOPs, and knowledge bases to improve team efficiency and reduce repeat issues
Qualification
Required
5+ years of experience in Customer Success, Operations Support, Logistics, or Order Management; 2+ years in a leadership or supervisory role
Strong understanding of supply chain, fulfillment, and transportation processes
Proficiency with ERP/OMS/WMS systems and strong analytical skills to investigate order flows and system behavior
Excellent communication, leadership, and problem solving abilities
Proven track record of managing escalations and delivering customer centric resolutions
Benefits
Competitive Compensation including base salary and annual performance bonus.
Flexible PTO (12 days' PTO), holidays, and parental leave.
Generous healthcare benefits, HSA match, 401k match, employer paid life and disability insurance, pet insurance, wellness discounts and much more!
Company
Revance
We believe that science-powered innovation creates possibilities.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
$1.68BKey Investors
Athyrium Capital Management LP"CNF Investments, LLC",Essex Woodlands Healthcare Partners,Novaquest Capital ManagementEssex Woodlands Healthcare Partners
2024-08-12Acquired
2024-03-04Post Ipo Equity· $100M
2022-09-12Post Ipo Equity· $200M
Leadership Team
Nadeem Moiz
Chief Executive Officer
Steve Kreider
Executive Vice President, Chief Revenue Officer - Aesthetics and Therapeutics
Recent News
MarketScreener
2025-10-27
Company data provided by crunchbase