Customer Success Manager

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At Vital Lyfe, we are on a mission to solve global water scarcity by creating innovative desalination systems. This is an opportunity to join a passionate, multidisciplinary team tackling one of the world’s most critical challenges.

Build and lead a customer success strategy to ensure customer satisfaction and drive long‑term growth and revenue. This role is pivotal in scaling our D2C and B2B operations and ensuring exceptional service delivery to our customers.

• Develop and manage company‑wide strategy for post‑sale customer relationships from onboarding through renewal, ensuring adoption, satisfaction, and retention.
• Act as the primary point of contact for customer support partners.
• Work closely with the marketing and eCommerce teams to continuously improve customer experiences and drive growth and retention.
• Create and rollout repeatable playbooks and best practices for customer support and management.
• Develop and maintain customer‑facing material, FAQs, and user guides.
• Identify and remove operational bottlenecks across the full customer lifecycle — from order flow to delivery, installation, and ongoing service.
• Use data to identify root causes and trends to develop action plans to address customer pain points and implement them.
• Actively listen and incorporate the voice of the customer to identify areas for improvement, ensuring that customer feedback is used to enhance service delivery and drive process improvements.
• Serve as a liaison between customer support and other teams, ensuring clear communication and collaboration.
• Build strong relationships to understand customer requirements, manage expectations, and identify opportunities for growth.
• Deliver impeccable service by efficiently acknowledging and resolving customer issues.
• Identify and implement process and system enhancements to improve handoffs and execution across cross‑functional teams.

• Bachelor’s degree in engineering or business; OR high school diploma/equivalency certificate with 5+ years of professional experience.
• 2+ years of consulting or project management experience, OR 2+ years in a customer‑facing role.
• Knowledge or experience in customer support, eCommerce, account management, or sales operations.
• Proven ability to manage multiple projects and deliver under tight timelines and resource constraints.
• Strong problem‑solving and analytical skills, with the ability to go beyond the apparent answers to uncover root causes and solutions.
• Industry experience in water treatment technology, consumer products, or maritime is a plus.
• Demonstrated ability to capture and incorporate feedback from customers into actionable improvements.
• Excellent written and verbal communication skills, with experience crafting and presenting professional presentations.
• Empathy, active listening, and resilience in managing relationships.

• Work on high‑impact problems with global relevance.
• Help scale breakthrough technology in water security and climate resilience.
• Early ownership in a high‑growth, engineering‑led startup.
• Join a tight‑knit, mission‑driven team in a fast‑paced environment.
• Build long‑term career equity as we grow.

Vital Lyfe is an Equal Opportunity Employer; employment will be governed on the basis of merit, competence, and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability, or any other legally protected status.

• Mid‑Senior level

• Full‑time

• Other
• Climate Technology Product Manufacturing (Industry)