Customer Success Director

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 CPG and Hardline industries, exceptional leadership skills, and the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.

Candidates must be authorized to work in the United States and reside in or around New Jersey. Candidates in New York or areas surrounding New Jersey will also be considered.  

What You'll Do:

• Strategic Problem Solving:
• Move beyond surface-level issues to understand customers’ core business needs and desired outcomes.
• Identify opportunities to enhance customer success by defining and executing tailored strategies.

• Executive Management:
• Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives.
• Present and advocate for the right product-solution fit, constructively challenging customers when necessary to align with optimal outcomes.

• Commercial negotiations:
• Develop value propositions that resonate with customers and drive business results.
• Negotiate contract terms, manage upsell and cross-sell opportunities, and independently close renewals.
• Manage dispute and SLA outcomes
• Collaborate with sales account executives to align on customer goals and expand account value.

• Cross functional Leadership:
• Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction.
• Mentor and guide team members, fostering a culture of customer obsession, deep diving into challenges, and winning as a team.

• Metrics-Driven Account Management:
• Regularly review customer sentiment and satisfaction using data and metrics.
• Implement strategies to continuously improve customer engagement, satisfaction, and retention.

• Thought leadership:
• Serve as a thought leader in the CPG and e-commerce sectors, providing insights and guidance to both internal teams and customers.
• Stay informed about industry trends, competitive landscape, and emerging technologies to drive innovation and customer success.

What You’ll Bring: 

• 8+ years of professional work experience
• Extensive experience in customer success, account management, or a related field within the software/SaaS industry.
• Deep 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, either in London or New Jersey, or to hire and manage a team in these hubs.

Core Leadership Principles:

At CommerceIQ, we value:

• Customer Obsession: We put the customer at the center of everything we do.
• Dive Deep: We are thorough and detail-oriented, always seeking to understand the root of challenges.
• Win as a Team: We collaborate, support each other, and succeed together.

Compensation and Benefits: 

The typical base pay range for this role across the US is USD: $142,000 - $213,000/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, access to a 401(k)-retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other perks. We have at least 10 paid company holidays in each calendar year, in addition to this we have unlimited PTO for our full-time employees.