Customer Success Manager

Job Summary

The Manager of Customer Success is responsible for leading a team dedicated to delivering exceptional customer experiences through proactive support, issue resolution, and operational excellence. This role oversees complex customer cases related to order fulfillment, shipping delays, and logistics discrepancies, ensuring timely and accurate issue resolution. The manager will partner closely with Operations, Supply Chain, IT, and cross-functional business teams to identify root causes, remove systemic barriers, and drive continuous improvement.

• Reporting to: Executive Director, Customer Service
• Location: Remote
• Salary: $90,000- $100,000 annually + bonus

* The final salary offered will depend upon factors that may include but are not limited to the quality and length of experience, education and geographic location.

• Lead, mentor, and develop a high-performing Customer Success team focused on timely resolution of customer issues and proactive communication.
• Foster a customer first culture that prioritizes transparency, empathy, and accountability.
• Monitor team performance using KPIs such as SLA adherence, case quality, response times, and customer satisfaction scores.

• Serve as the escalation point for complex logistics inquiries, including shipment delays, order discrepancies, carrier issues, and fulfillment errors.
• Work closely with warehouse, transportation, and planning teams to track order movement, triage delays, and identify root causes for orders that did not ship.
• Review logistics data and system records (ERP, OMS, WMS, carrier portals) to determine issues such as allocation failures, inventory shortages, system errors, or process gaps.

• Manage customer and internal escalations with urgency and professionalism, ensuring timely and accurate updates to stakeholders.
• Develop and maintain escalation protocols and communication frameworks to streamline resolution workflows.
• Act as the liaison between customers, internal partners, and senior leadership on critical issues impacting customer experience.

• Conduct deep-dive investigations in order management and logistics systems to identify reasons for incomplete or delayed shipments.
• Collaborate with IT and Operations to troubleshoot system failures, evaluate data accuracy, and validate order workflows.
• Recommend and drive system or process enhancements based on recurring issue patterns.

• Identify trends in escalations and fulfillment issues, using insights to propose operational changes or customer experience improvements.
• Partner with cross-functional teams to implement corrective actions and long-term solutions.
• Create and maintain documentation, SOPs, and knowledge bases to improve team efficiency and reduce repeat issues.

• 5+ years of experience in Customer Success, Operations Support, Logistics, or Order Management; 2+ years in a leadership or supervisory role.
• Strong understanding of supply chain, fulfillment, and transportation processes.
• Proficiency with ERP/OMS/WMS systems and strong analytical skills to investigate order flows and system behavior.
• Excellent communication, leadership, and problem solving abilities.
• Proven track record of managing escalations and delivering customer-centric resolutions.

Revance is a fast-growing global aesthetics and skincare company focused on providing innovative aesthetics and market-leading skincare offerings throughout every stage of life. With a differentiated portfolio of products spanning 60 countries, Revance meets the evolving needs of patients and consumers worldwide through continued innovation and commercialization of new products and treatments.

What Revance invests in you:

• Competitive compensation including base salary and annual performance bonus.
• PTO, holidays, and parental leave.
• Generous healthcare benefits, HSA match, 401k match, employer paid life and disability insurance, pet insurance, wellness discounts and much more!

This section of the job description is required by the American with Disability Act (ADA). The ADA requires that job descriptions reflect the physical and mental demands required to effectively perform the essential duties of the job. The ADA prohibits employers from discriminating against a "qualified individual with a disability" in all aspects of the employment relationship. A "qualified individual with a disability" is "an individual who meets the education, experience, skill, and other job-related requirements of a position held or desired, and who, with reasonable accommodation, can perform the essential functions of a specified job."

Revance is an Equal Opportunity employer. All qualified applicants will receive consideration for employment based on merit, without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by…