Customer Success Director, Digital Shelf

The Role:

As the growth of ecommerce on platforms like Amazon, Walmart, Instacart, and other ecommerce platforms globally has accelerated, so has the requirement for better insights to understand performance and growth opportunities in this dynamic environment. We are looking for a Director of Customer Success who knows how to build and foster ongoing relationships that deliver long-term value to our customers and who manages high-performing teams to do the same.

Working as part of the customer success team, you will play a critical role in onboarding, supporting, and leading strategic direction for our clients. Customer Success is at the heart of what we do so you should have experience helping drive ecommerce strategy and decision-making for CPG brands with a consultative, analytical approach. This is an exciting time to join our fast-growing Digital Shelf division.

What You'll Do:

• Develop long-term customer relationships with select large accounts
• Manage direct reports as a player-coach
• Train, guide, and lead teams effectively toward both CommerceIQ and client goals
• Onboard, and train customers on all product offerings
• Proactively identify areas for organizational improvement and push key initiatives
• Listen to customers, understand business objectives, and work within CommerceIQ to coordinate internal and external resources to deliver long-term value to our customers
• Understand Ecommerce data and how it can be used to grow and improve profitable market share
• Effectively work with our clients to ensure we are delivering over 4x ROI and finding new areas where we can add value
• Ensure we maintain our world-class net promoter score with our customers across their team
• Ensure our customers continue to leverage our solution, see value and renew their contracts
• Stay current with company offerings and eCommerce industry trends
• Oversee and achieve organizational goals while upholding best practices

What You'll Bring:

• 8+ years experience working in ecommerce strategy, particularly as it relates to sales, category, marketing, and analytics strategy, with CPG or FMCG brands
• 5+ years of experience working at either top ecommerce technology & strategy firms or brand side 
• Experience managing ecommerce strategy and sales related to digital shelf, content strategy and optimization, and/or ecommerce sales and operations (vendor & seller central, for example)
• Experience managing high-performing teams of 2-5+
• Expertise building program strategy and planning for organizational needs
• Experience working in an analytical capacity in ecommerce coupled with strategic as well as analytical problem solving
• Project management experience and ability to anticipate and mitigate risks
• Bachelor’s degree, preferably in Business, Marketing, Analytics or a related field

Benefits & Perks: 

• Highly competitive pay, benefits, and early stage stock options
• Unlimited PTO 
• Work from home benefits including flex WFH hours and home office set-up reimbursement
• Monthly cell phone, internet, and gym/fitness reimbursement
• Comprehensive health, dental, vision, and life insurance benefits
• 401K plan, FSA, and HSA programs
• Long-term and short-term disability

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

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.