Customer Experience Success Manager

About this role

Responsibilities

• Own and transform the end-to-end customer journey by identifying friction points and redesigning systems, processes, and service models as the business evolves.
• Use customer feedback, recurring issues, service trends, and business insights to identify root causes and drive sustainable improvements that reduce repeat customer pain points.
• Partner closely with Sales, Operations, Shipping, Planning, and other cross-functional teams to ensure customer needs are reflected in decisions, processes, and priorities.
• Lead initiatives that improve responsiveness, simplify the customer experience, and strengthen long-term customer loyalty and trust.
• Establish, track, and communicate meaningful customer experience metrics to measure service quality, responsiveness, friction points, and improvement opportunities across the customer lifecycle.