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Customer Experience
Customer Success Manager
Remote — USA, Canada, UK Full-time · Remote Monday–Friday, 40 hours per week with flexible start times Regional business hours
$60k – $95k / yr
About the role
Lead the post-sale relationship for our highest-value customers and dealer partners.
What you'll do
- Manage a book of key accounts and partner relationships
- Run quarterly reviews and delivery performance reporting
- Coach specialists on escalation handling
- Own retention, referrals and repeat-order growth
- Partner with operations to fix systemic issues
- Report account health to leadership monthly
- Respond to inbound customer enquiries by phone, email and live chat within agreed response times
- Log every customer interaction accurately in the CRM with clear, searchable notes
- Escalate complex or sensitive cases to the correct specialist and track them to resolution
- Follow up on open tickets daily so no customer is left without an update
- Contribute to and maintain internal help articles and canned responses
- Report recurring customer issues and product gaps to the operations team
Required qualifications
- 4+ years in customer success, 1+ managing accounts
- Legally authorised to work in the country or region you are applying from
- Professional, dependable and comfortable working to clear standards
Nice to have
- Team leadership experience
- Experience working with international customers
- Previous experience in a fast-growing company
Skills we look for
Written and verbal communicationEmpathy and de-escalationCRM / helpdesk softwareTyping 45+ WPMProblem solving
Benefits & perks
- Paid training and onboarding
- Weekly pay with direct deposit
- Home-office equipment stipend
- Paid time off and public holidays
- Performance bonuses
- Internal promotion pathway
Training provided
Two-week paid onboarding covering our products, delivery process, systems and customer standards, followed by ongoing coaching and monthly skills sessions.
Career growth
Clear progression path with performance reviews every six months. Most of our team leads and managers were promoted internally within 18 months.
Darrell Wilde Estate is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for every employee, regardless of race, colour, religion, gender, gender identity, national origin, disability, age or veteran status.