Director – Customer Success Management

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take ownership of the post-launch relationships with all Portless merchants and guide the Customer Success Management team.

• Direct customer success initiatives throughout onboarding and lifecycle teams.

• Manage Gross Revenue Retention and Net Revenue Retention for the merchant portfolio.

• Establish coverage models, playbooks, engagement cadence, and segmentation for Enterprise, Strategic, and Growth accounts.

• Recruit, onboard, mentor, and develop Customer Success Managers and Hypercare managers.

• Determine book-of-business capacity and revenue coverage; adjust allocations on a quarterly basis.

• Create performance scorecards and oversee team performance management.

• Generate monthly retention forecasts that include at-risk accounts, dollar exposure, and recovery plans.

• Conduct weekly reviews for at-risk accounts and lead post-mortem analyses on churn.

• Act as the senior escalation resource for Enterprise and Strategic merchants.

• Manage the transition from Hypercare to CSMs and uphold graduation standards.

• Oversee peak planning with merchants in collaboration with Operations for events like BFCM and Chinese New Year.

• Develop merchant health scoring systems and utilize leading indicators to prompt interventions.

• Set benchmarks for Monthly Business Reviews (MBRs), Quarterly Business Reviews (QBRs), and Executive Business Reviews (EBRs) that emphasize measurable merchant outcomes.

• Manage the merchant sentiment program, including risk scoring, Customer Effort Score, and decision-maker Net Promoter Score (NPS).

• Establish targets for service attach rates and create expansion playbooks for both Portless and partner solutions.

• Guide CSMs on services-led discovery, ROI case development, and maintaining commercial discipline.

• Collaborate with Sales and Operations teams to enhance expansion, win-back strategies, and share-of-wallet growth.

• Enforce HubSpot data standards as the definitive system of record.

• Implement AI tools to alleviate CSM workloads and set quality standards for human reviews.

• Transform merchant friction points into prioritized feedback for Product and Operations teams.

• Work cross-functionally with Technical Solutions, Operations, Product, Sales, RevOps, Engineering, and fulfillment centers.

• Present metrics related to retention, growth, lifecycle management, sentiment, and overall team success.

⛳️ Requirements

• Proficient in English with exceptional written and verbal communication skills suitable for an executive audience.

• Over 8 years of experience in Customer Success or Account Management.

• More than 3 years of direct management experience with CSMs or Account Managers, including responsibility for retention and expansion objectives.

• Required experience in fulfillment, 3PL, cross-border logistics, or e-commerce operations.

• Knowledge of SLA achievement, exception rates, carrier mix, inventory positioning, duty and de minimis exposure, and drivers of 3PL churn.

• Proven experience in designing segmented coverage models, creating leading-indicator health scores, forecasting retention, and executing digital and pooled customer success initiatives.

• Demonstrated success in services-led growth, managing attach rates, and forecasting Net Revenue Retention (NRR) alongside Gross Revenue Retention (GRR).

• Comfortable using HubSpot, a BI tool like Metabase, and spreadsheets; familiarity with SQL is a significant advantage.

• Experience in implementing AI tools within a Customer Success team and setting appropriate guidelines.

• Knowledge of the Shopify ecosystem.

• Experience with Intercom, Jira, and Gong or similar call intelligence tools.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health and wellness benefits.

• Opportunities for professional development and growth within the company.

• Flexible work arrangements and a supportive company culture.