Customer Success Manager

Company Overview

Premium Invention is a fast-growing DTC eCommerce company headquartered in Vancouver, Canada. We design and sell wireless security cameras and accessories for residential, outdoor, and off-grid properties, primarily serving customers in the United States and other Western markets.

We operate as a lean, execution-focused team where leaders work alongside their teams, not above them.

Role Summary

This is a player-coach role combining hands-on customer support execution with team leadership.

You will personally handle tickets and calls daily (40-50% of your time) while managing a CS team of 2-3 reps. You will set the quality standard by doing the work yourself, track team performance through data, and own everything that happens after a customer buys.

You are expected to operate autonomously, catch problems before they escalate, and hold yourself and your team to high standards.

Core Responsibilities

Customer Supp...