Customer Success Manager

ABOUT THE SHADE STORE®  

At The Shade Store, we have handcrafted the finest Shades, Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience, so we offer outstanding services to help our customers every step of the way, from inspiration to installation. We are always looking for friendly, passionate people to help us deliver the finest custom window treatment experience to our customers. Our team is growing and expanding, and there has never been a more exciting time to be part of it.  

THE POSITION: Customer Success Manager
We are seeking an experienced and results-driven Customer Success Manager to join our team. In this role, you will be responsible for managing high-impact client concerns and escalations that require a thoughtful, solution-oriented approach. The ideal candidate brings experience resolving complex or sensitive client situations, a calm and empathetic communication style, and a proven ability to collaborate cross-functionally to drive timely resolution. 
 

RESPONSIBILITIES:  

• Serve as the primary point of contact for client escalations delivered via social media reviews, executive level escalations, or via other avenues, delivering high-touch support via phone, email, and text. 

• Investigate and resolve sensitive or complex client issues with urgency, accuracy, and professionalism, ensuring a positive brand experience while advocating for the client and balancing company policies. 

• Document all escalated interactions with clear notes and follow-up actions for reporting. 

• Follow up with clients throughout the resolution process, keeping them informed and building trust. 

• Apply critical thinking to assess escalation root causes and develop effective resolution plans. 

• Partner with internal teams (Sales, Measure & Install and Manufacturing) to drive timely issue resolution, identify trends and drive process improvements. Contribute to internal feedback loops to represent the voice of the customer and advocate for improvements. 

• Stay informed on product offerings, policies, and internal processes to accurately address customer needs. 

• Monitor and manage online reviews, with a focus on investigating negative feedback to uncover root causes and inform resolution strategies. Prepare and share weekly recap to leadership and stakeholders, highlighting key learnings and identifying systematic issues and opportunities for continuous improvement 

• Support the broader Client Services team as needed to ensure departmental goals are met. 

WHAT WE ARE LOOKING FOR: 

• 5+ years of experience in customer service role, with a focus on issue resolution or escalation management. 

• Exceptional written and verbal communication skills, with the ability to stay composed and professional under pressure. 

• Strong problem-solving and analytical skills; able to manage competing priorities and tight deadlines. 

• Demonstrated ability to manage sensitive conversations with empathy. 

• A team player with a proven ability to work collaboratively across departments to resolve issues and improve processes. 

• Strong organizational and project management skills, with the ability to manage multiple priorities and drive initiatives from start to finish 

• Availability to work varied shifts including some Saturdays based on business needs. 

• Experience in luxury retail, hospitality, healthcare, or airline industries is a plus 

Preferred: 

• Experience in a high-growth, fast-paced service, hospitality, airline or retail environment 

• Experience with luxury service is a plus. 

• Familiarity with tools like Excel, Salesforce, ADP, or similar platforms 

WHY WORK AT THE SHADE STORE®   

We set out to create a company culture that is enjoyable and rewarding, where team members can have meaningful impact. Below are some of the perks and benefits of working at TSS:    

• Competitive salary   

• Medical Benefits   

• 401k with Company Match   

• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)   

• Legal and Pet Insurance Plans   

• Employee Assistance Program   

• Product Discount   

THE SHADE STORE® offer is contingent upon:    

• Successful completion of reference and background checks   

• Proof of legal authorization to work in the United States for The Shade Store, which will be confirmed by E-Verify within three business days of your hire date    

ABOUT US: Visit our website at https://www.theshadestore.com/corporate-info/careers to learn more about The Shade Store and our career opportunities.  

The base salary range for this role is $75k-$85k, commensurate with experience. 

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.