Senior Director of Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee and develop Phoenix’s client-facing support organization, focusing on customer experience, operational excellence, and retention strategies.

• Establish a high-performing Client Services team that integrates customer support, technical troubleshooting, onboarding, and proactive account management.

• Lead the team while collaborating closely with Product, Engineering, CRM, Payments, and Checkout teams to guarantee that merchants receive outstanding service and measurable business results.

• Assist merchants in enhancing retention, improving checkout performance, fostering platform adoption, and increasing long-term value while creating the necessary internal systems, processes, metrics, and accountability to facilitate scaling.

⛳️ Requirements

• Over 7 years of experience in Customer Success, Client Services, Account Management, or leadership within Support.

• More than 3 years of experience managing high-performing customer-facing teams.

• Significant experience in ecommerce, SaaS, subscription commerce, payments, or within Shopify ecosystems.

• Comprehensive understanding of ecommerce operations, checkout systems, subscription billing, payment flows, and metrics related to merchant success.

• Proven experience with managing technical escalations and cross-functional operational processes.

• Strong analytical and operational aptitude, with a track record of using data to inform decisions.

• Outstanding communication, leadership, and organizational skills.

• Capability to thrive in a dynamic startup environment.

🏝️ Benefits

• Health insurance

• Flexible work arrangements

• Professional development opportunities