Customer Success Manager

Who We Are

XDS Bicycles is one of world’s largest vertically integrated bicycle manufacturers and the world’s largest producer of carbon-fiber frames; we are coming to the US for the first time featuring our X-LAB line-up of high performance bicycles. X-LAB’s manufacturing scale, carbon expertise, and vertical integration create a once-in-a-generation chance to disrupt this landscape. Since 1995, we have combined proprietary materials science with compelling design and highly automated production to deliver:

• Over 8 million complete bikes annually across road, mountain, gravel, city and e-bike segments

• More than 300,000 carbon frames per year from the world’s biggest dedicated carbon-fiber bike facility

• 300+ international patents covering T1100+ carbon lay-ups and proprietary X6 aluminum alloys

• Full vertical integration, ensuring speed-to-market, supply-chain resilience and cost leadership

• OEM partnership with leading Western brands; and we’re now poised to build our own premium brand overseas

For more info, please check out https://xds.co/

Here's a YouTube video featuring our state-of-the-art carbon factory - https://www.youtube.com/watch?v=06SheO5XFsY

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As XDS scales its North American presence, after-sales service excellence will be a critical differentiator. We are seeking a Customer Success Manager to join us in our Santa Monica office. This role owns the end-to-end post-purchase experience: from support and warranty operations to repair center management and technical training, ensuring every customer interaction reinforces trust in the X-LAB brand. You’ll work directly with company leadership and China HQ to build scalable service infrastructure, develop customer support programs, and create a best-in-class after-sales operation from the ground up.

What You’ll Do

1. After-Sales Operations & Service Infrastructure

• Design and launch the North American after-sales service framework, including warranty processing, repair workflows, parts logistics, and service-level standards

• Stand up and manage relationships with authorized repair centers and service partners across the U.S. and Canada

• Build and maintain a customer management platform with standardized KPIs, policies, and escalation protocols to drive operational efficiency

• Develop tiered support processes that reduce escalations and improve first-contact resolution rates

• Lead go-to-market rollouts for service products (e.g., extended warranty, maintenance plans) in coordination with marketing and sales teams

2. Technical Support & Training

• Create and deliver training programs for technicians, field application engineers (FAEs), and internal support staff on XDS products, diagnostics, and repair procedures

• Serve as the primary technical liaison between North American customers and XDS’s R&D and manufacturing teams in China

• Collect and synthesize field feedback to inform product improvements, quality initiatives, and new product development

3. Cross-Border Coordination & Reporting

• Act as the bridge between U.S. after-sales operations and China HQ on quality, warranty claims, parts supply, and product feedback

• Establish reporting cadences and dashboards to track service KPIs (response time, resolution rate, NPS, warranty cost) for leadership visibility

• Support localization of service documentation, SOPs, and training materials for the North American market

You’re a Great Fit With:

• 5+ years of experience in after-sales service, technical support, or dealer/channel operations, ideally in consumer electronics, mobility, or hardware/technology companies

• Proven track record building or scaling service operations—repair center management, warranty programs, dealer support infrastructure

• Strong technical aptitude with hands-on experience in product diagnostics, troubleshooting, and field support

• Experience designing and delivering technical training programs for partners, dealers, or field teams

• Excellent cross-functional collaboration skills; ability to work effectively with Sales, R&D, Marketing, and Manufacturing

• Strong organizational and project management skills; comfortable operating independently in a fast-paced, ambiguous environment

• Outstanding communication skills in English (written and verbal)

You’re a Spectacular Fit With:

• Strong experience in the cycling, micromobility, drone, automotive, or consumer hardware industry

• Exposure to U.S.-Asia (especially China) cross-border operations and supply chains

• Familiarity with CRM and service management platforms (Zendesk, Salesforce Service Cloud, Zoho, Jira, etc.)

• Experience managing multi-site or multi-region service networks

Success Metrics

• North American after-sales service infrastructure fully operational—repair network, warranty system, parts logistics, and support workflows in place

• Customer satisfaction scores at or above industry benchmarks; measurable reduction in escalation volume

• Service KPI dashboard live and reporting to leadership on a weekly/monthly cadence

• Strong cross-border feedback loop established between NA field operations and China HQ R&D/Quality teams

Our Compensation and Benefits

• Competitive salary

• Demo bike fleet and comprehensive travel allowances

• Generous time off policy

• Comprehensive medical, dental, and vision coverage

• Office space in beautiful Santa Monica, California

Equal Opportunity

XDS is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.