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
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