Job Title: Customer Success Manager (CSM)
Company: Nysonian Inc.
Department: Customer Success / Customer Experience
Location: Miami, FL (Hybrid — HQ preferred)
Reports To: VP, Customer Experience
At Nysonian, we build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live.
Our portfolio includes:
NOBL Travel — redefining modern travel with design, durability, and style
FLO Pilates — the world’s leading Pilates brand
REDGE Fit — a new standard in at-home strength training
Powered by our full-stack D2C platform in manufacturing, distribution, and technology, Nysonian generates $150M+ in annual revenue, with 300+ teammates across 6 countries serving 1.3M+ customers worldwide. We’re just getting started, and this role is critical in shaping customer experience that drives growth.
Position OverviewThe Customer Success Manager will own the post-purchase customer journey, ensuring satisfaction, loyalty, and repeat purchases across all Nysonian brands. You’ll lead pods in Support, Loyalty, and Community, build scalable processes, and act as the voice of the customer to influence product, operations, and marketing.
This is a hands-on leadership role for someone who thrives in hypergrowth environments and can balance empathy with operational excellence.
Key ResponsibilitiesLead the customer journey post-purchase: onboarding, support, loyalty, and retention.
Manage and mentor pods across Support, Loyalty, and Community teams.
Ensure brand-right communication with customers via chat, email, phone, social, and reviews.
Oversee review and reputation management (Amazon, Trustpilot, app stores).
Build scalable systems and workflows that shift support from reactive to proactive.
Act as the voice of the customer, channeling feedback to product, ops, and marketing teams.
Own performance KPIs: CSAT, NPS, response times, repeat purchase rate, churn, and LTV.
Required:
5+ years in Customer Success, CX, or Support Leadership (DTC/e-commerce preferred)
Strong leadership and coaching skills for small, agile teams
Proven ability to create structure and scalable processes in hypergrowth environments
Data-driven mindset; skilled at tracking and reporting KPIs
Excellent communication and customer-first approach
Preferred:
Experience with SaaS, fintech, or tech-enabled services
Bilingual in English/Spanish
Familiarity with customer support platforms (Zendesk, Gorgias, etc.)
Customer-obsessed, empathetic, and professional
Strong problem-solver who thrives under pressure
Results-driven with ownership of KPIs
Collaborative and cross-functional team player
Adaptable in fast-paced, global environments
Play a key role in shaping customer success for some of the fastest-scaling DTC brands in North America
Gain ownership and autonomy to improve systems, tools, and processes
Thrive in a dynamic, high-growth culture with international exposure
Unlock long-term career growth opportunities within Nysonian’s expanding portfolio
Competitive salary, benefits, PTO, and performance-based incentives
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What We Do
At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live. We believe the future belongs to companies that create not just products, but experiences that empower people worldwide. From luxury travel to fitness and wellness, our portfolio is growing fast: • NOBL Travel — the fastest-growing luggage brand in history, redefining modern travel with design, durability, and style • FLO Pilates — the world’s leading Pilates brand, bringing the practice into homes and wardrobes everywhere • REDGE Fit — a new standard in at-home strength training, making performance accessible to all Behind these brands is our full-stack D2C platform: manufacturing, distribution, and a growing tech team building the apps and digital infrastructure that power seamless customer experiences. With $150M+ in revenue, 300+ teammates across 6 countries, and 1.3M+ customers worldwide, we’ve proven what’s possible in just a few years. But we’re only at the beginning—this is a chance to shape brands that will define the next decade.
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