Customer Success Manager Job at Nysonian, Miami, FL

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  • Nysonian
  • Miami, FL

Job Description

Job Title: Customer Success Manager (CSM)
Company: Nysonian Inc.
Department: Customer Success / Customer Experience
Location: Miami, FL (Hybrid — HQ preferred)
Reports To: VP, Customer Experience

About Nysonian

At Nysonian , we build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live.

Our portfolio includes:

  • NOBL Travel — redefining modern travel with design, durability, and style

  • FLO Pilates — the world's leading Pilates brand

  • REDGE Fit — a new standard in at-home strength training

Powered by our full-stack D2C platform in manufacturing, distribution, and technology, Nysonian generates $150M+ in annual revenue , with 300+ teammates across 6 countries serving 1.3M+ customers worldwide . We're just getting started, and this role is critical in shaping customer experience that drives growth.

Position Overview

The Customer Success Manager will own the post-purchase customer journey , ensuring satisfaction, loyalty, and repeat purchases across all Nysonian brands. You'll lead pods in Support, Loyalty, and Community, build scalable processes, and act as the voice of the customer to influence product, operations, and marketing.

This is a hands-on leadership role for someone who thrives in hypergrowth environments and can balance empathy with operational excellence.

Key Responsibilities

  • Lead the customer journey post-purchase : onboarding, support, loyalty, and retention.

  • Manage and mentor pods across Support, Loyalty, and Community teams.

  • Ensure brand-right communication with customers via chat, email, phone, social, and reviews.

  • Oversee review and reputation management (Amazon, Trustpilot, app stores).

  • Build scalable systems and workflows that shift support from reactive to proactive.

  • Act as the voice of the customer , channeling feedback to product, ops, and marketing teams.

  • Own performance KPIs: CSAT, NPS, response times, repeat purchase rate, churn, and LTV .

Qualifications & Skills

Required:

  • 5+ years in Customer Success, CX, or Support Leadership (DTC/e-commerce preferred)

  • Strong leadership and coaching skills for small, agile teams

  • Proven ability to create structure and scalable processes in hypergrowth environments

  • Data-driven mindset; skilled at tracking and reporting KPIs

  • Excellent communication and customer-first approach

Preferred:

  • Experience with SaaS, fintech, or tech-enabled services

  • Bilingual in English/Spanish

  • Familiarity with customer support platforms (Zendesk, Gorgias, etc.)

Key Traits for Success

  • Customer-obsessed, empathetic, and professional

  • Strong problem-solver who thrives under pressure

  • Results-driven with ownership of KPIs

  • Collaborative and cross-functional team player

  • Adaptable in fast-paced, global environments

Why Join Us

  • Play a key role in shaping customer success for some of the fastest-scaling DTC brands in North America

  • Gain ownership and autonomy to improve systems, tools, and processes

  • Thrive in a dynamic, high-growth culture with international exposure

  • Unlock long-term career growth opportunities within Nysonian's expanding portfolio

  • Competitive salary, benefits, PTO, and performance-based incentives

Job Tags

Full time, Worldwide, Shift work,

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