Customer Success Manager

About Vital Lyfe

Vital Lyfe is a tech company redefining water autonomy through innovation — creating a new category of personal water-making technology built to scale where infrastructure can’t.

Mission

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

What You'll Do

- 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 cause 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 the 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.

What We're Looking For

- 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.

Why Join Vital Lyfe?

- 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 with VItal Lyfe is 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.