Customer Success Manager - Trade/HVO/Executive

ABOUT THE SHADE STORE

At The Shade Store we have handcrafted the finest Shades Blinds and Drapery for 75 years. We believe designing beautiful custom window treatments should be an effortless experience so we offer outstanding services to help our customers every step of the way from inspiration to installation. We are always looking for friendly passionate people to help us deliver the finest custom window treatment experience to our customers. Our team is growing and expanding and there has never been a more exciting time to be part of it.

THE POSITION: Customer Success Manager Trade/ HVO/ Executive
We are seeking an experienced and results-driven Customer Success Managerto join our team. In this role you will be responsible for managing escalated support for our most strategic customer bases including Trade High Value Orders (HVO) and Executive level escalations. This role is essential to reinforce client trust manage complex issues and ensure a seamless resolution experience for our most valuable accounts. The ideal candidate excels in fast-paced environments brings a strategic mindset to problem solving and has demonstrated exceptional customer service and project management experience.

RESPONSIBILITIES:

• Act as the dedicated point of contact for escalated Trade clients high-value orders and executive-level concerns delivering personalized high-touch support across phone email and text.

• Investigate and resolve complex client issues with urgency and professionalism balancing brand reputation customer satisfaction and internal policy adherence.

• Maintain clear and comprehensive documentation of all escalated interactions including action steps and resolution timelines.

• Provide consistent follow-up to clients throughout the resolution journey to reinforce trust and transparency.

• Leverage critical thinking to assess root causes of escalations and implement tailored resolution plans that align with client expectations and business objectives.

• Collaborate closely with Sales Measure & Install Manufacturing and leadership teams to ensure timely issue resolution and coordinated support across departments.

• Identify escalation trends related to Trade and HVO customers and contribute to cross-functional feedback loops to enhance service delivery and process efficiency.

• Maintain deep knowledge of product offerings trade program benefits and fulfillment processes to support tailored issue resolution for premium accounts.

• Monitor and manage online reviews with a focus on investigating feedback to uncover root causes and inform resolution strategies

• Produce and present weekly escalation summaries to leadership highlighting client sentiment resolution outcomes and opportunities for continuous improvement.

• Support broader Client Services team initiatives and volume surges maintaining a unified standard of excellence across all customer touchpoints.

WHAT WE ARE LOOKING FOR:

• 5 years of experience in customer success with a focus on issue resolution and escalation management.

• 3 years of project management experience; thrive in environments with shifting priorities and fast-paced service delivery

• Demonstrated success handling complex high-value or executive-level customer issues with empathy and professionalism

• Exceptional written and verbal communication skills with the ability to stay composed and professional under pressure.

• Proven track record of cross-functional collaboration to resolve client issues and inform process improvements.

• Demonstrated ability to manage sensitive conversations with empathy.

Preferred:

• Experience in luxury service environments

• Prior exposure to operational support for high-value product delivery is a plus

• Familiarity with tools such as Word Excel Outlook Salesforce ADP or similar platforms

WHY WORK AT THE SHADE STORE

We set out to create a company culture that is enjoyable and rewarding where team members can have meaningful impact. Below are some of the perks and benefits of working at TSS:

• Competitive salary

• Medical Benefits

• Hybrid Work/Office Environment

• 401k with Company Match

• Up to $100k Life Insurance & Short-Term Disability (Employer Paid)

• Legal and Pet Insurance Plans

• Employee Assistance Program

• Product Discount

THE SHADE STORE offer is contingent upon:

• Successful completion of reference and background checks

• Proof of legal authorization to work in the United States for The Shade Store which will be confirmed by E-Verify within three business days of your hire date

ABOUT US: Visit our website at to learn more about The Shade Store and our career opportunities.

Please note that the base salary range for this position is $75k-$85k commensurate with experience.

The Shade Store provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by federal state or local laws.