Customer Success Manager

About Vital Lyfe

At Vital Lyfe, we are on a mission to solve global water scarcity by creating innovative, desalination systems. This is an opportunity to join a passionate, multidisciplinary team tackling one of the world’s most critical challenges.

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.