We are:
Wix's Account Management Company, which consists of our Onboarding, Sales and Customer (Partner + User) Success teams are responsible for helping businesses achieve their fullest success with Wix. We manage high potential new, growing and top businesses at Wix, enabling them to achieve business success through Wix products and solutions. We strive to maintain a deep understanding of our customers and their intent, and help them progress in their journey towards business success.
We're looking for a Director, Customer Success, eCommerce to directly manage a global team of leaders of Success Managers who manage our Wix Stores customers - building, nurturing, motivating and enriching their team. Your team will live and breathe our mission, acting as product experts and specialists to ensure customer satisfaction, retention and business growth. This is an exciting opportunity to be a part of a new and fast growing and impactful team at Wix; you must be able to continue to refine and stabilize our newly grown teams, ensure consistency across your team, and build upon our initial strategies to demonstrate the increasing value of our work.
You are:
A senior manager or director with at least 5 years of experience leading and coaching a team and at least 10 years experience in customer success or account management. You have experience working with growing businesses, and ideally have a background in digital marketing or ecommerce. You're an inspirational leader and can communicate and coach effectively to ensure your team members are delivering and developing at a high level. You're ready, willing, and able to overcome obstacles and remove barriers in solving problems for your team.
As a Director, Customer Success you will:

• Directly manage a team of senior manager(s) and team leads who manage SMs
• Drive overall strategy for the team; set overarching goals and KPIs that demonstrate value to internal and external stakeholders
• Build a strong, employee-centric culture that keeps your team motivated, creative and engaged
• Ensure consistency in knowledge, processes and prioritization across the team
• Thoughtfully grow, develop and hire a complementary leadership team that mobilizes SMs to help Wix Users grow
• Teach your team how to manage HR needs, like interviewing, managing performance, compensation strategies, and developing strengths
• Oversee your team's entire book of business and ensure account assignments and allocations are optimized
• Analyze lead data and determine new account strategies
• Act as a senior and final point of contact and escalation point for Wix customers
• Lead relationships with other departments at Wix such as support, marketing and product to ensure that customer needs and the voice of the customer are heard, understood and prioritized

At this time we are seeking Miami-based candidates or candidates who can commute to our office in Miami. Our employees work in a flexible hybrid model and are expected to be in the office at least 2 days per week.
We're proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcome, and anyone has the right to succeed.