Customer Success Director

Job Description:

The Customer Success Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention. This role requires a deep understanding of the Retail and CPG industries, exceptional project management skills, as well as the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate strong commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.

This role reports to our VP of Customer Success and will be remote from the New York tri-state area or Atlanta due to where the clients who you will support are located. Please only apply if you are located in New York, New Jersey, Connecticut, or the Atlanta, Georgia metro area.

What You'll Do:

• 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.

• Executive management:
• Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives, constructively challenging customers when necessary to align with optimal outcomes.

• Commercial negotiations:
• 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.

• Cross-functional leadership:
• 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.

• Metrics-driven account management:
• 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.

• Thought leadership:
• 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.

What You'll Bring:

• Extensive experience (ideally 5-15 years) in customer success, account management, or a related field within the e-commerce, SaaS, or analytics industry.
• 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.
• 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.

Benefits & Perks:

The typical base pay range for this role across the US is USD: $129,000 - $177,000/per year. This is before any bonus or variable associated with the role, and also does not include equity (both of which are additional components of our total compensation package).

This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate’s experience, qualifications, and location.

Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. You will also receive access to:

• 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