• Take full ownership of the end-to-end customer journey, from pre-sales coordination to post-purchase support and issue resolution • Serve as the escalation point for complex or high-impact customer cases • Design, document, and refine Customer Success workflows, SOPs, and quality standards • Collaborate cross-functionally with operations, logistics, catalog, and product teams to resolve root causes • Analyze customer feedback, behavioral data, and trends to minimize recurring issues and improve retention • Define and monitor Customer Success KPIs, including CSAT, resolution time, refunds, and recurring complaints • Lead, mentor, and support Customer Success agents while remaining actively involved in execution • Represent the customer perspective in strategic discussions and operational decisions