Customer Success Director - London

CommerceIQ; City Of London; Hybrid; GBP 84,000 - 104,000; Full time

Job summary

A leading technology company is seeking a Customer Success Director in London to manage client relationships and drive satisfaction and retention. The role requires strong strategic problem-solving skills and expertise in customer success management. Ideal candidates will have extensive experience in e-commerce and a proven track record in managing senior-level client relationships. The position offers a competitive salary and comprehensive benefits package.

Benefits

Comprehensive private medical insurance

Life insurance with a cash element

Monthly reimbursements for gym, phone, and internet

25 days of holidays plus public holidays

Qualifications

• Extensive experience in customer success, account management, or a related field.
• Experience with Amazon or a leading consulting firm in the Consumer Goods / Retail vertical.
• Demonstrated commercial acumen with experience in contract negotiation.

Responsibilities

• Drive customer satisfaction, adoption, and retention.
• Own account strategy and management.
• Build relationships with key stakeholders.

Skills

Customer success management

Strategic problem solving

Communication skills

Leadership

Account management

Education

MBA preferred

Engineering/Economics degrees

Job description

Overview

CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.

The Role

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.

The role reports to our VP of Customer Success and will be hybrid out of our London, England office.

This is a pipelining requisition due to anticipated business needs. We are not yet actively scheduling interviews for this role. However, please apply if you are interested in the role and we will shortlist applicants from this posting as soon as interviews begin.

What You’ll Do

• Account Ownership:
  • Own CIQ account strategy and account management meeting cadence.
  • Ensure we drive value to customers and grow CIQ's strategic 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, and constructively challenge customers when necessary to align with optimal outcomes.
  • Develop value propositions that resonate with customers and drive business results.
  • Negotiate contract terms, identify upsell and cross-sell opportunities, and 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.
• Customer Health & Strategy:
  • Conduct regular data-driven reviews of customer health and implement strategies to 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 in customer success, account management, or a related field within the e-commerce, software/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 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.

Compensation and Benefits

The typical base pay range for this role is GBP: £84,000 - £104,000 per year.

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 private medical insurance through AXA
• Life insurance with a cash element
• Monthly reimbursements for gym, phone, and internet
• Public holidays off, quarterly Global Recharge Fridays, and a further 25 working days of holidays

Equal Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.

Check out our LinkedIn page to learn more about what it’s like to work at CommerceIQ!

Voluntary Self-Identification of Disability and Related Information

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. Completing this form is voluntary and confidential. For more details, please refer to the voluntary disclosures sections of the posting.

Public burden statement: This information collection is required by law and may be used to measure the effectiveness of our outreach and recruitment efforts.