Director of Customer Success (Remote)
Company Overview
Our client is a prominent DTC brand in the e-commerce furniture sector, celebrated for their cutting-edge designs and exceptional online shopping experience. As they continue to grow, they are looking for an experienced and dynamic Director of Customer Success to spearhead customer experience initiatives and optimize customer success strategies.
Location: Remote, working hours 9:00 AM – 6:00 PM EST (includes a 1-hour lunch break).
Position Overview
The ideal candidate will have a proven track record in e-commerce customer success, with expertise in managing operations and driving customer satisfaction. Familiarity with tools like Shopify Enterprise and Gorgias CX is a significant asset. This role involves leading a high-performing team, leveraging CX data for strategic decision-making, and ensuring exceptional service delivery across all touchpoints.
Key Responsibilities
- Design and implement customer success strategies to boost retention, loyalty, and satisfaction.
- Lead and mentor a team of Customer Success professionals, cultivating a high-performance culture.
- Utilize platforms like Shopify Enterprise, Gorgias CX, and others to monitor and improve CX metrics.
- Develop and refine workflows to optimize service delivery and streamline operations.
- Gather and analyze customer feedback and CX data to identify and act on improvement opportunities.
- Collaborate with marketing, sales, and product teams to align customer success initiatives with overall business goals.
- Provide regular reports on key CX metrics, offering actionable insights to leadership.
- Stay abreast of industry trends and best practices to ensure the company remains a leader in customer success innovation.
Qualifications
- Proven experience in a leadership role in Customer Success, preferably in the e-commerce or DTC space.
- Strong proficiency in Shopify Enterprise and Gorgias CX.
- Demonstrated ability to manage and scale customer success teams effectively.
- Data-driven approach to CX, with the ability to interpret and leverage complex metrics.
- Exceptional communication and leadership skills to inspire and motivate teams.
- Experience collaborating with cross-functional teams to enhance customer experiences.
- Passion for delivering outstanding service and building brand loyalty.
Preferred Qualifications
- Background in the furniture industry or other high-value DTC categories.
- Experience with implementing or enhancing customer success platforms and tools.
- Strong problem-solving and innovation skills, focused on process improvement.
What We Offer
- Competitive salary and comprehensive benefits package.
- Opportunities for professional development within a fast-paced, innovative environment.
- A collaborative work culture that prioritizes customer-first thinking and creativity.
Application Process
To apply, please follow these steps:
- Complete the online application form.
- Record and submit a video showcasing your skill set and experience.
Join a team dedicated to redefining customer success in the e-commerce furniture space.
