Customer Success, Sales Manager

CRAFT MEETS COMFORT. At Resident, we believe your home should be a reflection of both style and comfort. That’s why we’ve built a family of brands grounded in quality materials, timeless design, and—above all—exceptional comfort. Our portfolio includes award-winning names like Nectar, DreamCloud, Awara, and Siena. Since launching in 2016, Resident has grown into one of North America’s fastest-scaling and most profitable omnichannel retailers. We’re redefining the home furnishings category through our deep expertise in data science, performance marketing, and e-commerce innovation.

As we continue to scale, we’re focused on building world-class teams who thrive in a Remote-first environment. Our culture is anchored in the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum—and we’re just getting started.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States.

About the Role:

Are you a driven sales leader ready to make a big impact at a fast-growing eCommerce brand? As our Sales Manager, you’ll play a critical role in shaping the future of our company. You’ll lead by example—driving revenue, building a high-performing sales team, and setting the standard for excellence in every customer interaction.

In this high-visibility role, you'll collaborate directly with senior leadership and cross-functional teams to launch and scale innovative sales strategies that fuel growth and elevate the customer experience. We're looking for someone who’s not just a closer—but a coach, a strategist, and a passionate advocate for both team success and customer satisfaction.

If you're energized by growth, excited to disrupt a traditional industry, and ready to take ownership of sales outcomes at a company that values bold thinking and big results, we want to hear from you.

What You’ll be Doing:

Strategic Sales Leadership & Revenue Growth

• Own Sales Strategy Execution: Translate organizational goals into actionable sales strategies that maximize conversion, upselling, and average order value (AOV) across channels.
  
  
• Performance Accountability: Take full ownership of sales performance metrics and team output. Consistently monitor KPIs such as conversion rate, AOV, CSAT, SLA, and ACW to ensure the team is exceeding expectations.
  
  
• Revenue-Driven Decision Making: Leverage data insights and market trends to drive decisions that accelerate revenue and customer acquisition.
  
  
• Real-Time Sales Optimization: Provide hands-on leadership and live coaching to refine sales techniques, objection handling, and closing skills.
  
  

Sales Team Development & Talent Growth

• Coach and Develop Leaders: Mentor Sales Supervisors and Leads to build a strong bench of future leaders and ensure consistency in team performance and engagement.
  
  
• Implement Scalable Sales Training: Design and execute ongoing sales enablement initiatives, tailored to evolving product offerings, customer needs, and competitive landscape.
  
  
• Elevate Sales Culture: Foster a high-performance environment built on accountability, recognition, continuous learning, and a strong customer-first mindset.
  
  

Cross-Functional Collaboration & Operational Execution

• Partner Across Teams: Work closely with our BPO, Marketing, Operations, CX, and Product to align sales messaging, promotions, and operational workflows for seamless customer experience.
  
  
• Voice of the Sales Team: Act as a strategic liaison between frontline sales and executive leadership by sharing critical insights, customer trends, and process feedback to inform business strategy.
  
  
• Drive Operational Excellence: Collaborate with Workforce Management (WFM) to ensure schedule optimization, resource planning, and service level adherence.
  
  

Data-Driven Leadership

• Lead with Analytics: Use performance data to identify coaching opportunities, improve sales funnel efficiency, and evolve strategies that improve both team performance and customer outcomes.
  
  
• Forecast & Plan: Provide accurate sales forecasts, pipeline visibility, and growth strategies to support business planning and resource allocation.
  
  

Skills/Qualifications:

• 3+ years of sales leadership experience, preferably within a high-volume, call center, or remote sales environment. Experience managing both people and processes is essential.
  
  
• Proven success in driving and exceeding sales targets, scaling teams, and improving sales KPIs in fast-paced, customer-centric organizations.
  
  
• Strong grasp of sales performance metrics (SLA, AHT, CSAT, ACW, conversion rates, AOV, upsell rates) with a proven ability to turn data into actionable strategy.
  
  
• Demonstrated excellence in coaching, mentoring, and developing individuals and teams toward high-impact performance.
  
  
• Expertise in consultative selling, emotional intelligence-based sales strategies, and feature/benefit alignment.
  
  
• Experience in DTC, e-commerce, or startup environments is a plus.
  
  
• Tech-forward mindset with proficiency in CRM systems, sales enablement tools, and reporting platforms.
  
  
• Exceptional communication, collaboration, and organizational skills with the ability to drive change, influence across teams, and inspire confidence at all levels.

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive salary
• Annual bonus potential
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• “Take what you need” PTO
• Wellness benefits
• Online learning resources & training
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $65,000 - $75,000. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]

Resident is a privately-held company headquartered in San Francisco, CA, with offices in New York City, London, Tel Aviv, and manufacturing operations in Jeffersonville, IN. Learn more at: https://www.residenthome.com

Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.

Resident is proud to be a Remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

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