Customer Success Manager

About TotalDry

TotalDry is a direct-to-consumer brand providing high-absorbency incontinence products for seniors. Our mission is simple: deliver reliable, practical solutions that improve daily life for customers and caregivers.

Role Overview

We are looking for a Customer Success Representative to support customers via email and phone while helping guide them to the right products.

This role is not just support — it’s also about education and conversion. The right candidate will be comfortable answering product questions, building trust, and recommending the best solution for each customer.

Key Responsibilities Customer Support

• Respond to customer inquiries via email and phone

• Answer product-related questions (absorbency, sizing, fit, use cases)

• Assist customers with orders, shipping, and basic troubleshooting

• Provide clear, empathetic communication for seniors and caregivers

Product Guidance & Upsell

• Recommend the right product based on customer needs

• Suggest complementary products (e.g., booster pads, overnight options)

• Help customers transition to higher-value or better-fit products

• Encourage subscription/repeat purchasing where appropriate

Customer Experience

• Act as the voice of the customer internally

• Identify common issues, questions, and opportunities for improvement

• Help refine FAQs and product messaging over time

Ideal Candidate

• Strong communication skills (clear, patient, empathetic)

• Comfortable speaking with seniors and caregivers

• Ability to translate product features into real-world benefits

• Some sales instinct — able to guide without being pushy

• Organized and responsive in a remote environment

Bonus:

• Experience in e-commerce, healthcare, or consumer products

• Familiarity with Shopify, email tools, or customer support platforms

What Success Looks Like

• Fast, thoughtful responses to customer inquiries

• High customer satisfaction and trust

• Increased average order value through better product recommendations

• Improved repeat purchase behavior over time

Why This Role Matters

For TotalDry, customer support is not a cost center — it is a growth lever.

The right person in this role will:

• Reduce confusion

• Increase conversion

• Build long-term customer relationships

Compensation

• Hourly (based on experience)

• Flexible schedule

How to Apply

Send a short note about your experience and why this role is a fit.