Customer Success Manager

Revance • Nashville, TN

10h • $90,000 - $100,000 • Remote

About The Position

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. This role oversees complex customer cases related to order fulfillment, shipping delays, and logistics discrepancies, ensuring timely and accurate issue resolution. The manager will partner closely with Operations, Supply Chain, IT, and cross functional business teams to identify root causes, remove systemic barriers, and drive continuous improvement

Requirements

• 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

Responsibilities

• Customer Success & Team Leadership
• 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.
• Logistics & Order Management Oversight
• 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.
• Escalation Management
• 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.
• Systems & Root Cause Analysis
• 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.
• Continuous Improvement
• 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.

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!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed