Customer Success Director - U.S. East Coast

SoftBank Investment Advisers (SBIA); Iowa (LA); Remote; USD 129,000 - 177,000; Full time

Job summary

A leading e-commerce platform is seeking a Customer Success Director for the U.S. East Coast. This role focuses on driving customer satisfaction and retention, engaging at the executive level, and leading cross-functional teams. Ideal candidates will have extensive experience in customer success within the e-commerce or SaaS sectors, along with strong strategic thinking and communication skills. Compensation is competitive, with benefits including medical coverage and unlimited PTO.

Benefits

Comprehensive medical, vision, and dental coverage

Unlimited PTO

Paid parental leave

Company stock options

Qualifications

• Extensive experience in customer success, account management, or related field in e-commerce or SaaS.
• Strong communication and interpersonal skills with senior-level executives.
• Proven leadership skills to coordinate cross-functional teams.

Responsibilities

• Drive customer satisfaction and retention as a strategic leader.
• Build multi-threaded relationships with key stakeholders.
• Coordinate cross-functional teams to achieve customer outcomes.

Skills

Customer success

Account management

Project management

Strategic thinking

Education

Engineering/Economics degrees

MBA

Job description

Customer Success Director - U.S. East Coast

Company Address: 2100 Geng Rd Suite 210, Palo Alto, CA 94303, US

About CommerceIQ

CommerceIQ is the pioneer in helping brands win on retail ecommerce channels such as Amazon, Walmart.com, Instacart and 800+ other retailers. Our unified platform applies machine learning and automation across marketing, supply chain, and sales operations to help brands gain market share profitably.

Job Description

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 remote from the U.S. East Coast. A note that the role requires travel, hence you will also need to be close to an airport.

This is a pipeline 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, constructively challenging 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. 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. 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 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 across the US is USD: $129,000 - $177,000 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 medical, vision, and dental coverage
• 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

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

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.