Lead Customer Success Manager

About the Company: The Panda Drum is a fast-scaling Ecommerce DTC brand built around our flagship instrument – the steel tongue drum – with over 100,000 customers worldwide. In just three years, we’ve grown to 25-50 team members across Poland, the EU, US, Philippines, and China, and surpassed 8 figures in annual revenue, selling primarily in the US market. Our success is driven by world-class marketing, community-driven content, and continuous product innovation. About the Role: We are seeking an experienced Lead Customer Success Manager to oversee and elevate our customer support function. This is not just a ticket management role – we need someone who can both fight fires and prevent them: step in when urgent customer escalations arise, and also build processes that prevent issues from recurring. The ideal candidate has a proven track record in e-commerce or SaaS CS leadership, thrives in fast-paced environments, and can confidently lead a growing team while designing efficient systems for scale.