Customer Success Manager

Bushbalm is The Bikini Line Skincare Experts, on a mission to be the go-to solution for ingrown hairs, dark spots, and razor bumps—everywhere on the body. We create effective, results-driven products that help people feel confident in their skin, from the bikini line to underarms and beyond.

Born in Ottawa, we’ve grown from a bold idea to one of the city’s most exciting startups—securing a deal on Dragons’ Den and ranking among Ottawa’s fastest-growing companies. With a powerhouse eCommerce presence, a rapidly expanding retail footprint, and a strong network of waxing professionals, we’re disrupting the skincare industry in a big way. At Bushbalm, you’ll join a fast-moving, passionate team where innovation, collaboration, and career growth go hand in hand. If you're ready to make an impact, we’d love to meet you!

Why Join Bushbalm?

• Be part of a rapidly growing and innovative skincare brand making waves in the beauty industry.

• Work in a collaborative and fun environment that values creativity and fresh ideas.

• Gain strong opportunities for career growth and professional development.

• Help expand a brand that is available in Ulta Beauty locations nationwide and 6,500+ waxing salons.

About the Role

Bushbalm is looking for a Customer Success Manager to lead and elevate our customer service function. You will oversee three direct reports, ensuring our team delivers top-tier support across DTC (direct-to-consumer) and Professional customers.

Customer service is the top priority, but this role is much more than that. You will also be responsible for driving AI adoption, customer retention strategies, insights generation, and continuous improvement initiatives to ensure Bushbalm remains ahead of the curve in customer experience.

This role requires someone who understands the nuances of serving different customer segments, leverages data to drive performance, and is passionate about improving customer experience through AI-driven solutions and quality assurance. Additionally, you will lead key strategic projects such as optimizing our subscription program, enhancing our reviews platform, and gathering customer insights.

We need someone who is not only customer-obsessed but also champions customer obsession within the company. You will ensure that every decision and process keeps the customer at the center. You will be a force in aligning teams across Bushbalm to prioritize and enhance the customer experience.

If you’re a strategic, data-driven leader with a passion for customer service innovation, this is your chance to make a big impact!

Responsibilities:

Customer Service Leadership & Quality Assurance

• Lead and mentor the customer success team (3 reports), ensuring high performance and a strong customer-first culture.

• Own and optimize customer service strategies for DTC and Professional customers, tailoring approaches for each customer.

• Define and track customer service KPIs (CSAT, NPS, FRT, RT, etc.), driving continuous improvement.

• Establish and execute a Quality Assurance (QA) program, regularly audit customer interactions to ensure consistency, excellence, and a high quality of service.

• Establish clear SLAs, training, and coaching to improve team performance.

• Advocate for a customer-first mindset across all teams and processes.

AI & Automation in Customer Service

• Implement and optimize AI-driven solutions to enhance efficiency and effectiveness in customer support.

• Identify automation opportunities while ensuring a human-centered customer experience.

• Oversee the integration of AI-driven customer service automation without sacrificing quality.

• Identify where AI enhances efficiency vs. where human support is necessary to maintain a high-quality experience.

• Continuously refine automation workflows to ensure AI reduces workload while improving customer experience.

• Stay ahead of AI and customer service trends, bringing innovation to our operations.

Proactive Issue Resolution & Customer Retention

• Identify trends in customer complaints and product-related issues to resolve problems before they escalate.

• Develop strategies to reduce churn, improve product education, and drive repeat purchases.

• Work closely with product and marketing teams to ensure support aligns with customer expectations and vice versa.

Customer Insights & Continuous Improvement

• Analyze customer support trends, AI performance, and CS team efficiency to drive decision-making.

• Collect and relay customer feedback to inform internal customer obsession.

• Implement a continuous feedback loop to enhance AI performance and customer service strategies.

• Be a key voice for the customer within Bushbalm, ensuring all departments consider the customer impact of their decisions.

Who You Are:

• 3+ years of experience in customer success, customer service, or a related field, with a proven track record of leading teams.

• Strong understanding of DTC and B2B customer service nuances and how to tailor support accordingly.

• Data-driven mindset—skilled at analyzing performance metrics and making data-backed decisions.

• Experience conducting Quality Assurance (QA) to assess and improve service quality.

• Proven ability to manage projects from ideation to completion, delivering measurable business impact.

• Hands-on experience with AI-driven customer support tools and automation.

• Strong problem-solving and critical thinking skills, balancing efficiency with empathy.

• A champion for customer obsession, pushing internal teams to make customer-centric decisions.

Perks & Benefits:

• Competitive salary and comprehensive benefits package.

• Flexible work environment (remote/hybrid options where applicable).

• Health and wellness benefits, including a lifestyle spending account.

• Professional development opportunities to support career growth.

• Free access to our award-winning products.

• Inclusive and dynamic company culture with team-building events.

Join us in redefining body care and making an impact in the beauty industry!