Director of Customer Success – Scalp & Hair Wellness Brand

📍 Location: On-Site (Los Angeles, CA – 5 Days/Week)

Are you a customer-obsessed leader who’s passionate about health, wellness, and helping people feel confident in their own skin (and hair)? This is an exciting opportunity to lead customer experience and retention strategy for a fast-growing beauty and wellness brand.

About the Company

This innovative, science-backed brand is changing the way we care for hair as we age—focused on slowing and reversing signs of aging at the root. With an engaged DTC community, a growing retail presence, and a mission to empower consumers with education and results, they’re ready to invest in a world-class customer success function.

The Role

As Director of Customer Success, you’ll oversee all customer service operations while building a retention-driven strategy that enhances satisfaction, loyalty, and lifetime value. You’ll lead a small team, collaborate across marketing and operations, and turn every touchpoint into an opportunity for connection.

What You’ll Do

🙋‍♀️ Lead the Customer Experience – Own all customer support operations including email, chat, and phone interactions to ensure timely, friendly, and effective communication.

🧠 Build a Retention Strategy – Collaborate with growth and lifecycle teams to create initiatives that increase customer satisfaction and long-term engagement.

📦 Optimize Post-Purchase Journeys – Work cross-functionally to streamline fulfillment communication, returns, exchanges, and subscription experience.

📊 Analyze & Report – Develop KPIs and feedback loops to measure customer sentiment and team performance, turning data into actionable insights.

📈 Manage & Mentor – Oversee internal and external support team members, providing training, tools, and performance coaching to ensure a best-in-class experience.

🎯 Be the Voice of the Customer – Share insights and feedback across departments to influence product development, marketing, and brand strategy.

What You’ll Bring

✔️ 5–7 years of experience in customer experience, customer success, or retention, ideally within DTC or wellness

✔️ Experience managing a support team and working with tools like Gorgias, Zendesk, or similar platforms

✔️ Excellent communication and problem-solving skills with a customer-first mindset

✔️ Strong strategic thinking and ability to collaborate cross-functionally

✔️ Passion for wellness, clean beauty, or functional health is a plus

Why Join?

🧴 Help scale a purpose-driven brand that’s redefining age-positive beauty

📍 Work on-site with a collaborative and passionate team in Los Angeles

📈 Own a critical function with visibility and long-term growth potential

🌱 Join a brand that’s deeply committed to customer care and education

If you’re ready to build a thoughtful, high-impact customer success program at a brand with major momentum—we’d love to meet you!