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

Location Requirement: Ability to work 100% onsite in Torrance, CA (remote or hybrid work will not be considered)

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.