Customer Success Director

Summary

Join CommerceIQ as a Customer Success Director and become a strategic leader driving customer satisfaction, adoption, and retention. You will leverage your deep understanding of the retail and CPG industries and exceptional project management skills to manage complex executive-level customer relationships. This role demands passion for customer success, strong commercial acumen, and the ability to lead cross-functional teams. Based remotely in the New York tri-state area or Atlanta, you will report to the VP of Customer Success. The position requires extensive experience in customer success, account management, or a related field within e-commerce, SaaS, or analytics. You will be responsible for account ownership, strategic problem-solving, identifying opportunities to enhance customer success processes, and executive management of customer relationships.

Requirements

• Extensive experience (ideally 5-15 years) in customer success, account management, or a related field within the e-commerce, SaaS, or analytics industry
• Knowledge of the CPG and e-commerce sectors, with a proven track record of success in these industries
• Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies
• Excellent communication and interpersonal skills, with experience engaging and influencing senior-level executives
• Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals
• Proven leadership skills with the ability to inspire and coordinate cross-functional teams
• Data-driven mindset with experience using metrics to inform decision-making and drive customer success
• Willingness to travel and engage directly with customers

Responsibilities

• Account ownership: Ensure we drive value to customers and grow CIQ's commercial engagement with the customer
• Strategic problem solving: Move beyond surface-level issues to understand customers’ core business needs and desired outcomes
• Identify opportunities to enhance customer success processes
• Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives,constructively challenging customers when necessary to align with optimal outcomes
• Develop value propositions that resonate with customers and drive business results
• Negotiate contract terms, identify upsell and cross-sell opportunities. Close renewals independently
• Manage dispute and SLA outcomes
• Collaborate with sales account executives to align on customer goals and expansion opportunities
• Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction
• Advocate for our customers, navigate complexity with empathy and accountability and focus on winning as a team
• Conduct regular and data-driven reviews of customer health Implement strategies to continuously scale the value delivered to customers and drive engagement, satisfaction, and retention
• Stay focused on product enabled outcomes
• Serve as a thought partner to customers, provide insights and guidance to both internal teams and customers
• Keep up with industry trends, competitive landscape, and emerging technologies to drive innovation and customer success

Preferred Qualifications

• Experience with Amazon, a leading consulting firm within the consumer goods / retail vertical, or a SaaS provider in the retail space is preferred
• Engineering/Economics degrees are a plus. MBA is preferred

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