Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries.
Learn more at commerceiq.ai.
The Role:
We are seeking a highly experienced and strategic Senior Director of Customer Success to lead our Customer Success team in the United States. This role is critical in ensuring our clients achieve their desired outcomes while driving customer satisfaction, retention, and growth. The ideal candidate will have a strong background in SaaS and digital commerce, with a proven track record of leading customer success initiatives and teams.
What You'll Do:
Leadership and Team Management:- Lead, mentor, and develop a high-performing cross functional customer success team, including technical/product success managers, support specialists, and other related roles.
- Foster a customer-centric culture within the team and the broader organization.
Customer Success Strategy:- Develop and execute a comprehensive account specific customer success strategy that aligns with company goals and objectives.
- Define key performance indicators (KPIs) and metrics to measure the effectiveness of customer success initiatives.
Customer Engagement and Retention:- Build strong, trust-based relationships with key customers, acting as a strategic advisor to ensure their success and satisfaction.
- Proactively identify at-risk accounts and implement strategies to mitigate churn and drive customer retention.
- Work with the commercial team to drive gross revenue retention through renewal.
Onboarding and Adoption:- Oversee the customer onboarding process, ensuring a smooth transition and successful implementation of our solutions.
- Drive product adoption and usage by providing customers with the necessary resources, training, and support.
Customer Feedback and Advocacy:- Gather and analyze customer feedback to identify areas for improvement and inform product development.
- Act as the voice of the customer within the organization, advocating for their needs and priorities.
Collaboration and Cross-Functional Alignment:- Collaborate closely with sales, support, product, marketing, and other departments to ensure a seamless customer experience.
- Align customer success initiatives with overall business objectives and strategic goals.
Reporting and Analysis:- Monitor and report on customer success metrics, providing regular updates to executive leadership.
- Use data-driven insights to continuously improve customer success strategies and tactics.
What You'll Bring:
- Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred.
- 10+ years of experience in customer success, account management, or related roles within the SaaS or digital commerce industry.
- Proven track record of leading and scaling customer success in a fast-paced, high-growth environment.
- Strong understanding of digital commerce and the unique challenges and opportunities it presents.
- Excellent interpersonal and communication skills, with the ability to build strong relationships with customers and internal stakeholders.
- Strategic thinker with strong analytical and problem-solving abilities.
- Commercial acumen to negotiate and drive commercial outcomes.
- Proficiency in customer success software and CRM tools.
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.
Company Overview
CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries.
Learn more at commerceiq.ai.
