THE ROLE

Given our strong focus on building genuine and successful long-term relationships with our customers, the Customer Success Director (CSD) is absolutely vital to our long-term profitability. We will not be successful unless our customers are receiving great consistent value from our service. As such, we need an experienced director to own and drive success for our customers. The role includes responsibility for all Customer Success activities including onboarding, customer service, advocacy and retention, as well as outcomes including renewals and up-sell. The CSD will work closely with the CSD in North America and the COO to turn Customer Success into a profit center that is a driving force for company growth. The role requires proven experience in driving success for enterprise accounts within E-commerce and preferably the fashion industry.

JOB RESPONSIBILITIES

Drive Customer Success Outcomes

• Consistently meet customer SOW
• Reduce churn
• Grow revenue on current customers through up-sell and cross-sell
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
• Drive new business growth through greater advocacy and reference-ability

Optimize Customer Journey

• Refine customer segmentation
• Map customer journey for each segment
• Define touch points for each segment
• Ensure seamless handover from Sales to CS for enterprise clients
• Learn from industry best practices and apply continuous improvement

Own Enterprise Clients

• Own the product and be in sync with the product roadmap
• Define SOW and negotiate contracts in cooperation with Sales Director
• Ensure effective, efficient and transparent onboardings
• Build long-term relationships with high-level counterparts

Manage Customer Success Activities

• Training
• Customer Success Management
• Customer Support
• Renewals
• Up-sell and cross-sell
• Customer advocacy
• Drive customer referrals

Drive Customer Success Performance

• Define and track key CS metrics
• Create clearly defined incentive program
• Empower team to meet expected goals
• Create cadence for review within team
• Expose subset of metrics to executive team, company and board

Lead World Class Customer Success Team

• Recruit highly experienced and motivated team members
• Create rapid onboarding process for new team members
• Create clear responsibilities and ensure full ownership within team
• Ensure full alignment between CS and other departments
• Encourage continuous learning and best practice application

Enhance Effectiveness and Efficiency Through Technology

• Customer Success Management Platform
• Support system

Inspire Customer Success Across Company

• Advocate and support a customer success driven organization
• Align with Production around achieving customer success outcomes
• Align with Marketing around marketing to existing customers
• Align with Platform Team around driving product roadmap
• Align with Sales around up-sell and cross-sell
• Align with Executive Team around key metrics and objectives
• Create company-wide customer feedback loop

WHAT SUCCESS LOOKS LIKE

The Customer Success Director will collaborate with the CSD in North America and the COO as well as Production, Sales, Marketing and Platform Team to own and achieve the following objectives:

• Achieve ≥ 110% net revenue retention
• Achieve ≥ 80 NPS score
• Achieve enterprise annual churn rate ≤ 5%
• New enterprise onboardings take less than 2 weeks

REQUIRED EXPERIENCE/SKILLS

• 5+ years experience working with high-level accounts within E-commerce
• Expert understanding of E-commerce
• 5+ years senior management experience
• Highly analytical, process-oriented and executing mindset
• Data-driven
• Excellent communication and people skills
• Strong empathy for customers and passion for revenue and growth
• Demonstrated desire for continuous learning and improvement
• Excellent negotiation skills
• Flexibility to schedule calls around the clock
• Ability to travel up to 20%