[Hiring] Manager, Customer Success @Ingenio

Role Description

As the Manager, Customer Success, you are the architect of quality service across our global brands. Your mission is to cement our platform’s position as a leader in spiritual guidance by driving client trust through exceptional multi-channel service tailored to each platform’s strengths. You are a driver of innovation, evolving support into a proactive engine for top-line growth and loyalty. By leveraging a deep understanding of our products, the user experience, and evolving customer needs, you will proactively identify and champion opportunities for product improvements and business growth. Through continuous improvement and success-led service, you ensure every interaction strengthens the business and deepens the client bond.

What you’ll be doing:

• Drive exceptional service quality:
  • Ensure exceptional service quality across all channels (Email, WhatsApp, Messaging).
  • Define the standards for Tier 1 and Tier 2, ensuring each channel’s engagement potential is fully realized.
  • Track customer satisfaction and issue resolution.
  • Manage the service team’s readiness and related policies, as well as escalation protocols.
  • Successfully manage high impact or sensitive situations.
  • Manage the critical relationship with the Engineering team to identify, report, and support the resolution of bugs.
  • Ensure both Tier 1 and Tier 2 are trained on technical workarounds, known issues, and escalation paths.
• Strategic Product Insight & Opportunity Identification:
  • Leverage a deep, expert-level understanding of the product and user experience to serve as a high-impact feedback loop for the business.
  • Establish and lead a structured Voice of the Customer (VOC) analysis process.
  • Transform raw client interactions into actionable insights.
  • Identify unmet client needs and potential areas for business impact.
  • Contribute during the feature definition phase to help shape specifications and ensure a superior user experience.
• Drive Strategic Retention & Support Innovation:
  • Lead the transformation of support from a reactive function into a proactive driver of retention and growth.
  • Reimagine the support journey to actively guide clients toward successful outcomes.
  • Identify opportunities for innovative proactive outreach, particularly through messaging channels.
  • Measure the long-term impact of support resolutions and adjust strategies to foster client loyalty.

Qualifications

• Data-Driven Leadership: Leverage a blend of ticketing-system data and core business data & KPIs to guide decisions and priorities.
• Business Acumen: Understand the "Why" behind the "What" and align service strategies with the company’s broader financial goals and KPIs.
• Proactive Innovation: Stay ahead of industry trends and drive improvements to methodologies.
• Operational Excellence: Identify and implement AI-driven and non-AI solutions to enhance the client experience.
• Team Player: Excel at building bridges across all organizational levels and champion a culture of trust.

Benefits

• Friendly, talented, collaborative and entrepreneurial team.
• Premium medical, dental, and vision insurance.
• Generous holiday and PTO policies (including Birthday PTO!).
• Summer Fridays.
• Technology stipend.
• Training and development opportunities and allowance.
• Fun and inclusive digital, and (in the future) in-person events.

Pay Transparency

The US base salary range for this full-time position is $75,000-$90,000. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training.

Why Ingenio?

• We are humble. We believe the best result is achieved by leveraging others’ perspectives.
• We think like owners. We make decisions that optimize for the greater good of the organization.
• We challenge limiting beliefs. We are at our best when we identify and shatter status quo expectations.