Director of Customer Success

Summary

Join a leading DTC e-commerce furniture brand as their dynamic Director of Customer Success! This remote role requires 9AM - 6PM EST availability. You will develop and execute customer success strategies, manage a team, leverage tools like Shopify Enterprise and Gorgias CX, and collaborate cross-functionally. The ideal candidate possesses strong e-commerce experience, proven success in managing CX teams, and exceptional communication and leadership skills. A competitive salary and benefits package, along with professional growth opportunities, are offered. Apply by completing the application form and recording a skills video.

Requirements

• Proven experience in a Customer Success Manager or Director role, ideally within the e-commerce or DTC space
• Strong familiarity with Shopify Enterprise and Gorgias CX platforms
• Demonstrated success in managing and scaling CX teams
• Data-driven mindset with the ability to interpret and act on complex CX metrics
• Exceptional communication and leadership skills, with the ability to inspire and motivate teams
• Experience working with cross-functional teams to deliver seamless customer experiences
• Passion for delivering outstanding customer service and fostering brand loyalty

Responsibilities

• Develop and execute customer success strategies to enhance retention, loyalty, and overall customer satisfaction
• Manage and mentor a team of Customer Success professionals, fostering a high-performance culture
• Leverage tools like Shopify Enterprise, Gorgias CX, and other platforms to monitor, analyze, and improve customer experience metrics
• Implement and refine workflows to streamline CX operations and ensure efficient service delivery
• Collect, analyze, and act on customer feedback and data to drive continuous improvement
• Collaborate cross-functionally with marketing, sales, and product teams to align customer success initiatives with business objectives
• Track and report on key CX metrics, providing actionable insights to leadership
• Stay up to date with industry trends and best practices to ensure the company remains at the forefront of customer success innovation

Preferred Qualifications

• Background in the furniture industry or other high-ticket DTC categories
• Experience implementing or optimizing customer success platforms and tools
• Strong problem-solving skills with a focus on innovation and process improvement

Benefits

• Competitive salary and benefits package
• Opportunities for professional growth within a fast-paced, innovative environment
• A collaborative culture that values customer-first thinking and innovation