Director of Customer Success - Myti

Client:               Myti

Website:             Myti

Role:                   Director of Customer Success

Location:            Burlington, Vermont

About Myti:

Myti, a social impact startup, is revolutionizing the e-commerce landscape by building a new digital downtown. Seamlessly integrating the convenience of online shopping with the values of local communities, Myti is not just a platform; it's a movement toward a thriving future.

Myti harnesses the power of local pride and stewardship to drive meaningful investments in the places people love. Through a new e-commerce marketplace that connects online shoppers with nearby independent retailers, the company provides a trusted mechanism for people to discover and appreciate the benefits of shopping locally. This self-accelerating model ignites economic and social prosperity. For example, every $1 spent on Myti adds at least $3 to the local economy, and 100% of our partner retailers are independently owned and operated.

Your Impact:  

We are looking for a dynamic Director of Customer Success to spearhead our customer support, engagement, and growth initiatives. In this role, you will lead a small team and oversee the customer experiences on our platform's Shop Keeper and Buyer sides, ensuring a seamless and enjoyable journey for all users. Your expertise in operations will be crucial as you develop new systems and processes to enhance efficiency and gather valuable customer feedback. Additionally, you will drive the development of new engagement programs to foster brand connection and continued growth. As a critical member of our Value Stream team, you will collaborate closely with Product, Tech, Marketing, Delivery and Operations to shape short and long-term company strategies. This position offers a unique mix of strategic planning and hands-on execution, making it an excellent opportunity to impact a rapidly growing startup significantly.

Your Role:  

• Develop and execute a comprehensive customer success and account management strategy across our product's Shopkeeper and Buyer sides of that align with Myti's vision, mission and strategic pillars.
• Lead a small team, guiding them to ensure exceptional service delivery while overseeing strategic initiatives to enhance the overall customer experience.
• Collaborate closely with our product management team to identify customer experience trends that can translate into new product features and improved product experience.
• Develop/ optimize operational systems that allow you to automate processes and utilize data-driven insights to inform Myti’s work across multiple teams.
• Work closely with our marketing team to ensure that customer experience initiatives are aligned with our brand messaging and promotional efforts, contributing to a cohesive customer experience across all touchpoints.
• Partner with our operations team to streamline processes and optimize resources, ensuring our customer support operations are efficient and effective.
• Stay updated on industry trends and best practices in customer experience management, integrating relevant innovations into Myti's processes.

 Ideal Experience:  

• Bachelor's degree or equivalent experience.
• 6+ years of experience in customer success /support, with at least 2 years in a leadership role.
• Proven leadership in customer success and B2B account management, particularly in a startup environment, focusing on operational success and strategic initiatives.
• Deep understanding of customer behavior and experience principles, with a passion for leveraging technology to enhance the customer journey.
• Strong analytical and problem-solving skills, with a demonstrated ability to measure the impact of customer experience initiatives and use data for decision-making.
• Excellent communication and interpersonal skills, with a customer-centric mindset and the ability to collaborate effectively with cross-functional teams.
• Experience developing and implementing customer engagement programs and working directly with SAAS users.
• Ability to thrive in a fast-paced, dynamic startup environment, with a track record of fostering a positive team culture.
• Demonstrated interest and commitment to Myti’s vision/mission/values.
• Creative problem-solving skills and a proactive, hands-on approach to addressing challenges.
• A collaborative mindset with a strong focus on building and maintaining strong internal and external relationships.

Technologies and tools we use:

• Shopify
• Microsoft office suite <