Customer Success Director

Summary

Join CommerceIQ as a Customer Success Director and lead a team of Advertising Managers/Directors. You will oversee customer relationships, ensuring successful advertising strategies that drive revenue growth. This strategic leadership role requires e-commerce advertising expertise, team coaching, and a focus on exceptional customer outcomes. The position is remote with over 25% travel. You will manage and mentor your team, act as an escalation point for client challenges, and set strategies for joint success plans. This role demands strong leadership, communication, and e-commerce advertising skills.

Requirements

• Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
• 8+ total years of professional work experience
• 6+ years experience in running Enterprise level Retail Media campaigns
• Experience managing Paid Search marketing budgets in the multi-million dollar range (specifically on Amazon, Walmart, Kroger, Instacart) at well-respected agencies for large enterprise brands
• Well versed in Bid and Budget management, content optimization, and promotion planning
• Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
• Excellent presentation and communication skills including both oral and written
• Track record of retaining and renewing Enterprise customers in the SaaS space
• Proven ability to manage and develop a team of high-performing Customer Success Managers or Directors
• Exceptional people management skills, with experience in driving accountability and fostering career growth

Responsibilities

• Manage and mentor a pod of Customer Success Managers and/or Directors, ensuring their professional growth and aligning their efforts with customer and company objectives
• Foster a high-performing team culture through regular coaching, performance reviews, and skill development initiatives
• Act as an escalation point for client challenges, guiding the team in resolving issues efficiently
• Oversee your team’s management of customer relationships, ensuring the delivery of measurable results aligned with the client’s business priorities
• Set the strategy for joint success plans in collaboration with customers and guide the team in leveraging CommerceIQ's product capabilities and the nuances of e-commerce platforms (Amazon, Walmart, etc.)
• Ensure the success of advertising budgets and campaigns across the team, driving consistent growth and KPIs for clients
• Maintain high-touch relationships with key stakeholders, including VP, SVP, and C-level executives at enterprise-level clients
• Drive customer satisfaction and retention, supporting your team in consistently showcasing the value of CommerceIQ’s platform

Benefits

• Comprehensive medical, vision, and dental coverage
• A 401(k)-retirement plan
• Short & long-term disability insurance
• Life insurance
• Paid parental leave
• Monthly reimbursements for gym, phone, and internet
• 10+ paid company holidays in each calendar year, quarterly Global Recharge Fridays, and unlimited PTO
• Long-term incentives, in the form of company stock options
• Potential discretionary bonuses