Company description

Farm to People is a mission-driven startup determined to build a better food system by connecting consumers directly with the source of their food. Our online grocery delivery service specializes in sustainably-sourced, locally grown fresh produce and artisanally produced foods. Our customers can choose to subscribe and/or shop à la carte for delivery, available 7 days per week within our NYC, Westchester, New Jersey, and Connecticut. We’re Brooklyn-based with our office and warehouse located in Bushwick.

Job description

Overview:

We are seeking a strategic and systems-driven Customer Success Manager to lead and scale our Customer Success function. As our customer base and delivery footprint rapidly grow, this role will build the systems and operational rigor needed to support growth without sacrificing service quality. The Customer Success Manager will own customer experience performance, team development, and operational efficiency, ensuring every interaction reflects our commitment to great food and incredible service. The ideal candidate will combine hands-on leadership with data ownership, automation strategy, and cross-functional collaboration to build a proactive, scalable support operation.

Key Responsibilities:

Team Management:

• Manage and mentor the Customer Success team, ensuring accountability, engagement, and consistent growth.
• Lead hiring, onboarding, and ongoing development of CS staff.
• Plan and publish weekly schedules, ensuring 7-day coverage and proper labor allocation to meet customer response targets.
• Conduct weekly CS meetings to review performance, share wins and losses, and identify process improvements.
• Set performance targets and hold the team accountable to response time, CSAT, and resolution benchmarks.
• Ensure a clear and organized inbox at the end of each day, assisting with tickets and calls as needed.

Systems & Process Improvement:

• Identify and implement scalable solutions for recurring support issues through process optimization and automation.
• Lead the evaluation, implementation, and ongoing optimization of AI and automation tools to increase team efficiency and scalability.
• Identify high-volume, repetitive workflows and partner with tech to design automated solutions (AI triage, auto-tagging, suggested replies, proactive notifications, self-serve flows).
• Measure automation impact on response time, resolution rate, labor allocation, and CSAT.
• Develop and maintain updated snippets, templates, and workflows to ensure quick, accurate, and consistent responses.
• Collaborate with the Tech team to test and prioritize improvements to both customer-facing platforms and internal support systems.

Performance Ownership & KPI Leadership:

• Own core Customer Success KPIs including response time, CSAT, resolution rate, churn impact, retention lift, etc.
• Establish clear targets and accountability structures for each KPI.
• Develop dashboards and reporting cadences to ensure real-time visibility into team performance.
• Implement improvement plans when metrics fall below target.
• Translate performance data into cross-functional action with Operations, Marketing, and Tech.

Customer Experience & Engagement:

• Design and manage proactive customer engagement programs such as win-back campaigns, loyalty initiatives, and seasonal reactivation flows.
• Spearhead service updates and announcements (delivery shifts, product changes, etc.) using mass communication platforms such as Streak or similar.
• Monitor and respond to customer comments and messages on social media platforms (Instagram, Facebook, YouTube, Reddit, etc.).
• Ensure customer communication maintains brand voice and tone at every touchpoint.
• Advocate for customers internally by sharing insights and data that improve the customer journey.

Documentation & Cross-Department Collaboration:

• Build and maintain internal playbooks and SOPs for efficient ticket handling and consistent service delivery.
• Keep customer-facing FAQs and support documentation up-to-date as offerings, delivery zones, and systems evolve.
• Collaborate with Operations, Marketing, and Tech teams to ensure seamless coordination between departments and consistent communication to customers

Qualifications:

• 3-5 years of experience in Customer Success, Operations, or Customer Support management, ideally within e-commerce, food, or logistics.
• Demonstrated leadership skills and experience managing a small-to-medium team.
• Strong problem-solving and organizational abilities.
• Excellent written and verbal communication skills.
• Analytical mindset with the ability to turn data into actionable strategies.
• Proficiency in Google Workspace and CS platforms (Enchant, Zendesk, or equivalent).
• Ability to thrive in a fast-paced, mission-driven environment.
• Passion for food, sustainability, and community impact.

Schedule:

Full time: Sunday to Thursday

Compensation:

Salary: $70,000 to $80,000 annually, depending on experience
Employee Discount: 30% discount on Farm to People
Partial employer coverage of health insurance

Compensation

this position is: salaried, varies DOE, $70,000.00 - $80,000.00

Application instructions

If you are not registered, you'll be prompted to do so. Don't worry, it's free!

Deadline

no deadline