Director of Customer Success

Our client is a leading DTC brand in the e-commerce furniture space, recognized for their innovative designs and seamless online shopping experience. As they continue to expand, they are seeking a dynamic Director of Customer Success to drive exceptional customer experiences and optimize their customer success strategy.

Location: [Remote] 9AM - 6PM EST with 1 hour lunch break

Position Overview:
The ideal candidate will have a strong background in e-commerce, with hands-on experience managing customer success operations. Familiarity with Shopify Enterprise, Gorgias CX, and other leading tools is a significant advantage. You will play a pivotal role in enhancing customer satisfaction, analyzing CX data, and leading a high-performing team to deliver best-in-class service.

Key Responsibilities:

• Develop and execute customer success strategies to enhance retention, loyalty, and overall customer satisfaction.

• Manage and mentor a team of Customer Success professionals, fostering a high-performance culture.

• Leverage tools like Shopify Enterprise, Gorgias CX, and other platforms to monitor, analyze, and improve customer experience metrics.

• Implement and refine workflows to streamline CX operations and ensure efficient service delivery.

• Collect, analyze, and act on customer feedback and data to drive continuous improvement.

• Collaborate cross-functionally with marketing, sales, and product teams to align customer success initiatives with business objectives.

• Track and report on key CX metrics, providing actionable insights to leadership.

• Stay up to date with industry trends and best practices to ensure the company remains at the forefront of customer success innovation.

Qualifications:

• Proven experience in a Customer Success Manager or Director role, ideally within the e-commerce or DTC space.

• Strong familiarity with Shopify Enterprise and Gorgias CX platforms.

• Demonstrated success in managing and scaling CX teams.

• Data-driven mindset with the ability to interpret and act on complex CX metrics.

• Exceptional communication and leadership skills, with the ability to inspire and motivate teams.

• Experience working with cross-functional teams to deliver seamless customer experiences.

• Passion for delivering outstanding customer service and fostering brand loyalty.

Preferred Qualifications:

• Background in the furniture industry or other high-ticket DTC categories.

• Experience implementing or optimizing customer success platforms and tools.

• Strong problem-solving skills with a focus on innovation and process improvement.

What We Offer:

• Competitive salary and benefits package.

• Opportunities for professional growth within a fast-paced, innovative environment.

• A collaborative culture that values customer-first thinking and innovation.

Application Process:

To be considered for this role these steps need to be followed:

• Fill in the application form

• Record a video showcasing your skill sets