Customer Success Manager

Roots by Genetic Arts specializes in custom-formulated hair growth solutions tailored to individual DNA profiles. They are seeking a Customer Success Manager to ensure optimal customer satisfaction and retention while leading a support team and managing the customer experience.

Responsibilities:

• Supporting customers through their journey
• Analyzing feedback and data to improve service delivery
• Managing support operations across our core platforms
• Developing strategies to enhance the overall customer experience

Requirements:

• Skills in Customer Service and ensuring Customer Satisfaction
• Proficiency in Relationship Building and Customer Retention strategies
• Strong Analytical Skills to assess customer data and feedback
• Proactive problem-solving and excellent communication abilities
• Proven experience in a customer-facing role, preferably in an e-commerce or healthcare-related setting
• Prior experience at an e-commerce brand (required)
• Ability to work independently in a remote environment while managing multiple priorities
• 2–5 years of experience in the telehealth space preferred
• Bachelor's degree (preferred)
• Telehealth experience (preferred)
• Hands-on proficiency with HubSpot and WooCommerce, and/or Shopify
• Experience supporting customers on a telehealth /health platform a strong plus