Customer Success Director - Remote

Overview

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 Retail and CPG industries, exceptional project management skills, as well as the ability to manage complex customer relationships at the executive level.

In Short

• Own the overall CIQ account strategy and planning.
• Deepen strategic partnerships through business reviews.
• Track value realization and identify new opportunities.
• Uncover root business challenges and desired outcomes.
• Build and maintain VP+ relationships across customer organizations.
• Lead commercial negotiations and contract terms.
• Leverage analytical acumen to identify performance trends.
• Orchestrate cross-functional teams to deliver outcomes.
• Use data-driven insights to assess customer health.
• Serve as a thought partner and guide innovation.

Requirements

• 8+ years’ experience in customer success or related field.
• Experience in consulting or analytics firm, or CPG/Retail.
• Strong understanding of CPG and e-commerce landscape.
• Exceptional strategic and analytical problem-solving skills.
• Outstanding communication and relationship-building skills.
• Record of successful renewals and contract negotiations.
• Proven leadership and collaboration skills.
• Data-driven decision-making mindset.
• Bachelor’s degree in Engineering, Economics, or related field; MBA preferred.
• Willingness to travel and engage directly with customers.

Benefits

• Base pay range: £84,000 - £104,000/year.
• 15%-20% variable pay along with equity package.
• Comprehensive private medical insurance.
• Life insurance with a cash element.
• Enhanced pension plan.
• Monthly reimbursements for gym, phone, and internet.
• Public holidays off and 25 additional vacation days.