Customer Success Manager

About Us: JAANUU is the first physician-founded, design-led medical apparel brand built for the people who care for others every day. We believe healthcare professionals deserve uniforms that are not only functional and performance-driven, but also thoughtfully designed, modern, and expressive of who they are.

We operate at the intersection of fashion, function, and community—bringing elevated design standards to an industry that’s long been overlooked creatively. From product innovation to brand storytelling, everything we do is rooted in respect for the healthcare community and a commitment to making their everyday work feel better.

Summary: JAANUU is seeking a Customer Success Manager (CSM) to lead and elevate our customer experience into a true white-glove service model. This role owns the end-to-end customer journey post-purchase—driving retention, improving satisfaction, and turning customers into long-term brand advocates.

This individual will oversee the Customer Service Team, build scalable systems, and leverage data, tools, and insights to improve customer lifetime value (LTV) across both DTC and B2B channels.

Responsibilities:

• Customer Experience Leadership
  • Lead and manage the Customer Service Team with a white-glove, “how can we make it right?” mindset
  • Establish SOPs, workflows, and escalation paths within Gorgias
  • Elevate the phone support experience—audit current gaps, reduce friction, and implement a best-in-class inbound/outbound call experience
  • Drive consistency, speed, and quality across all customer touchpoints (email, chat, phone)
  • Host frequent case review calls to evaluate key customer interactions and improve outcomes
• Retention & Lifecycle Strategy
  • Own and improve 12-month customer retention metrics
  • Develop and execute cohort-based retention strategies
  • Build targeted win-back campaigns for lapsed or dissatisfied customers
  • Conduct proactive outreach to at-risk customers to recover and retain business
  • Partner with marketing to create lifecycle campaigns across email/SMS
• Data, CRM & B2B Integration
  • Partner closely with the B2B Sales team to clean up and optimize HubSpot CRM
  • Improve data hygiene, segmentation, and lifecycle tracking across all customer records
  • Support integration between Customer Experience (CX) tools, CRM, and eCommerce platforms to ensure a single source of truth
  • Identify gaps in attribution, reporting, and customer visibility—and implement solutions
• Customer Insights & Behavior Analysis
  • Analyze customer purchasing behavior, frequency, and cohort performance
  • Identify trends in churn, repeat purchase behavior, and lifetime value
  • Translate insights into actionable retention and CX Strategy
• Reviews, NPS, & Feedback Systems
  • Manage and optimize Okendo for product reviews and feedback
  • Own and improve CSAT and NPS performance
  • Ensure customer feedback loops into product, CX, and leadership teams
     
• Loyalty & Retention Programs
  • Build and optimize loyalty programs in Rivo to drive repeat purchases and engagement
  • Develop incentives and campaigns that increase frequency and lifetime value
  • Continuously test and refind retention strategies
• Shopify & Customer Management
  • Maintain a strong working knowledge of Shopify and its Customer Management capabilities
  • Manage customer profiles, order history, and issue resolution directly within Shopify
  • Identify opportunities to improve CX through Shopify workflows, tagging, and integrations including with Hubspot CRM
  • Partner with internal teams to optimize Shopify as a central hub for customer data and experience
• Cross-Functional Collaboration
  • Partner with Product, Data, and QC teams to identify issues impacting customer experience
  • Surface recurring product or fulfillment issues and drive resolution
  • Report key insights and findings back to leadership to inform product and operational improvements

Requirements/Skills:

• 5+ years in Customer Success, CX, or Customer Service leadership
• Deep experience with Gorgias or similar CX platforms
• Strong working knowledge of Shopify and customer management workflows
• Experience managing and optimizing HubSpot CRM or similar systems
• Hands-on experience with Okendo or similar review/NPS tools
• Experience using customer loyalty programs like Rivo or similar tools
• Proven track record of improving retention, loyalty, and customer satisfaction
• Experience building cohort-based campaigns and lifecycle strategies
• Analytical mindset with ability to turn data into action
• Strong leadership and communication skills

Key Performance Indicators (KPIs)

• 12-Month Customer Retention Rate
• Customer Lifetime Value (LTV)
• Repeat Purchase Rate
• CSAT (Customer Satisfaction Score)
• NPS (Net Promoter Score)
• Response Time & Resolution Time (Gorgias)
• Win-Back Campaign Conversion Rate
• Loyalty program usage and metrics (Rivo)

What Success Looks Like

• Customers feel taken care of—every time, no exceptions
• Retention improves meaningfully across key cohorts
• Customer Service evolves into a revenue-driving function, not just support
• Phone, email, and chat experiences are seamless and best-in-class
• Feedback loops directly influence product quality and CX improvements
• JAANUU becomes known for best-in-class customer experience

Physical/Environmental Demands:

• Sedentary Work: Regular sitting for long periods at a desk or in meetings, including extensive computer and phone usage.
• Travel: Occasional travel to the LA office for meetings (if remote), 2 days per week commute in office (if onsite), training, or other business needs (typically involving flights and/or car travel)
• Communication: Frequent communication by phone, video calls, and email, requiring clear verbal communication and active listening.
• Flexible Workspace: Ability to work in a variety of work environments, with occasional need for ergonomic adjustments to maintain comfort and productivity.

Perks

• Flexible Paid Time Off
• Employee Discount Program
• Medical, Dental, Vision programs offered at $0 to employees
• 401k Plan