Customer Success Manager

About the role

LVK Logistics (formerly ShipHero Fulfillment) is seeking a Customer Success Manager to join our remote team serving Latin America. You will be the primary advocate for our clients, ensuring their fulfillment needs are met efficiently and with a high level of service.

Key responsibilities

• Manage customer relationships and act as the main point of contact for inquiries and escalations.
• Collaborate with IT and operations teams to streamline fulfillment processes.
• Provide actionable insights from customer feedback to drive continuous improvement.
• Ensure timely and effective resolution of customer issues.
• Monitor and analyze service metrics to enhance performance.
• Handle complex or escalated complaints and prepare regular reports for senior management.

Required profile

• BA/BS degree in Business Administration, Information Technology or a related field (preferred).
• Minimum 3 years of experience as a Customer Success Manager.
• Experience in the e‑commerce fulfillment industry is a plus.
• Fluent written and spoken English with strong communication skills.

Required skills

What we offer

• Full‑time remote position (Monday‑Friday, 9 am‑5 pm EST).
• Opportunity to work with a dynamic, innovative logistics team.
• Supportive culture built on integrity, tenacity, fun, and resourcefulness.