Director of Customer Success Management

Job Summary

Leading the post-launch merchant relationship, the remote Director of Customer Success Management will manage a team focused on onboarding, retention, and revenue growth while ensuring a seamless customer experience across various segments.

Key responsibilities

• Build and coach a high-performing team of Customer Success Managers and Hypercare managers, setting clear performance metrics and expectations
• Own Gross and Net Revenue Retention, delivering forecasts and managing at-risk accounts through structured reviews and post-mortems
• Design and implement a segmented coverage model for different merchant tiers, ensuring effective engagement and support throughout the customer lifecycle

Required qualifications

• 8+ years of experience in Customer Success or Account Management, with at least 3 years in a management role focused on retention and expansion
• Domain expertise in fulfillment, 3PL, cross-border logistics, or e-commerce operations
• Hands-on experience with modern Customer Success operating models, including retention forecasting and outcome-based business reviews
• Proficiency in data analysis tools like HubSpot and BI tools, with SQL knowledge being a strong plus
• Experience deploying AI tools within a Customer Success team to enhance operational efficiency