Director, Customer Success Strategy

Company Overview

At CommerceIQ, we help consumer brands accelerate their retail ecommerce market share growth and profitability through machine learning algorithms. We are building the world’s most complete and sophisticated Retail Ecommerce Management Platform, which connects and intelligently automates the management of retail ecommerce channels like Amazon, Walmart, and Instacart, across the entire ecommerce operational chain of retail media management, sales operations, supply chain, and digital self analytics.

We are in hyper growth mode, having recently raised our Series D funding at unicorn valuation (>$1B) and ended our third year of triple-digit revenue growth. Continued acceleration of our growth is fueled by landing new customers, expanding our platform through new products, managing new retail ecommerce platforms, and delivering exceptional customer service to unlock high net retention rates.

We are looking for a Director of Customer Success Strategy with a strong background in management consulting and experience in ecommerce or ad spend management. In this role, you will lead our customer success team to deliver exceptional customer experiences and drive business value for our clients. If you are a customer success leader with a strong background in management consulting and experience in ecommerce or ad spend management, we encourage you to apply for this exciting opportunity!

 

In this role you will:

• Develop and execute customer success strategies that drive successful onboarding, adoption, retention, value creation and satisfaction of our customers.
• Build strong relationships with our customers and their key stakeholders, including VP-level executives, to understand their needs and identify opportunities to drive business value.
• Leverage your experience in management consulting to help clients identify and solve complex business problems, and to provide strategic guidance on their ecommerce or ad spend management initiatives.
• Collaborate with the product development team to influence the product roadmap based on customer feedback and market trends.
• Lead a team of customer success managers and ensure they are aligned with customer success goals and objectives.
• Develop. Measure and analyze customer success metrics to identify opportunities for improvement.
• Develop and implement operational rigor and best practices to ensure high levels of customer satisfaction.
• Work cross-functionally with other departments, including sales, marketing, and support, to drive customer success and ensure a seamless customer experience.

 

What You'll Bring:

• Bachelor's degree in business, marketing, or related field. Master's degree preferred.
• 8+ years of experience in customer success, account management, or management consulting, preferably in a SaaS or technology company.
• Strong background in management consulting, with experience in advising clients on ecommerce or ad spend management.
• Ideal experience level is 8-10 years in Ecommerce or consulting with Retail & CPG focus ( Engagement Manager /Senior EM at McKinsey, BCG, Bain) or a combination of the two.
• Experience managing and leading a team of customer success managers.
• Strong relationship-building skills and ability to influence VP-level executives.
• Excellent communication and presentation skills.
• Analytical mindset and ability to use data to drive decision-making.
• Strong project management and organizational skills.
• Ability to work independently in a fast-paced, rapidly changing environment.

 

Benefits & Perks: 

• Highly competitive pay, benefits, and early stage stock options
• Unlimited PTO and seven paid company holidays
• Work from home benefits including flex WFH hours and home office set-up reimbursement
• Monthly cell phone, internet, and gym/fitness reimbursement
• Comprehensive health, dental, vision, and life insurance benefits
• 401K plan, FSA, and HSA programs
• Long-term and short-term disability

 

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

 

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.