Job Description

Job Description

Company Overview

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.

The Role

The Customer Success Manager at Nysonian will own the post-purchase journey across our DTC brands, ensuring every interaction builds satisfaction, loyalty, and repeat purchases. 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.

We’re looking for someone with experience in DTC and hypergrowth environments , who can balance empathy with operational excellence. You’ll use data to improve CSAT, NPS, churn, and lifetime value, while shaping the customer experience function and driving long-term growth.

What You’ll Do

• Own the post-purchase customer journey : from first interaction through repeat purchases, loyalty, and long-term retention.
• Lead and support customer pods (Support, Loyalty, Community) to deliver fast, empathetic, and brand-aligned service.
• Ensure timely, consistent, and brand-right communication with customers across all channels (chat, email, phone, DMs, reviews).
• Oversee review and reputation management (Amazon, Trustpilot, app stores), ensuring feedback drives improvements.
• Build scalable systems and processes that move support from reactive to proactive .
• Act as the voice of the customer , channeling insights into product, operations, and marketing.
• Track and deliver on key performance metrics: CSAT, NPS, response times, repeat purchase rates, churn, and LTV.

What We’re Looking For

• Experience in Customer Success, Customer Experience, or Support Leadership within a DTC or e-commerce brand.
• Proven ability to thrive in a hypergrowth environment , where speed, adaptability, and structure-building are critical.
• Strong relationship-building skills with a customer-first mindset .
• Operational discipline—skilled at creating structure, repeatable processes, and measurable outcomes.
• Ability to balance empathy with efficiency, delivering thoughtful yet timely solutions.
• Leadership ability to mentor and inspire teammates, even in small pods.
• Comfortable using data and KPIs to drive improvements.
• Bonus: Experience in SaaS, fintech, or tech-enabled services.

Why Us

• Join one of the fastest-scaling DTC conglomerates in North America, where customer success is a top growth driver.
• Gain ownership and autonomy to improve systems, tools, and processes.
• Play a key role in shaping not just support, but the overall customer experience strategy .
• Work in a culture built on consistency, innovation, and continuous improvement .
• Competitive compensation, benefits, and significant career advancement opportunities.

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