Director of Customer Success - Remote

Overview

Join a venture backed growth stage start-up, in hyper growth mode, disrupting the massive 4.8T global shipping and cross border ecommerce space. Our mission is to make every brand a global brand, by making international shipping and returns easy, affordable and friction-free. We power the world’s high-growth DTC brands and 3PLs worldwide. Work with a stellar team that raises the bar on innovation, is committed to our customers’ and partners’ success, fast-paced, inclusive and collaborative team environment, with plenty of opportunity to learn and grow.

In Short

• Lead a team of Customer Success Managers (CSMs) to meet customer satisfaction goals.
• Provide mentorship and coaching to foster professional growth.
• Monitor team performance against key metrics like NPS and CSAT.
• Support customer interactions and manage complex issues.
• Ensure customer satisfaction and prevent churn.
• Collaborate with cross-functional teams to align Customer Success with company initiatives.
• Onboard new team members and conduct training sessions.
• Track and report on team performance using CRM tools.
• Act as a customer advocate within the organization.
• Create and maintain customer success documentation.

Requirements

• 5+ years in SaaS, logistics, or ecommerce enablement required.
• 3+ years in a customer-facing role managing MM & ENT accounts.
• 1+ year in a Customer Success leadership role.
• Experience in a 3PL environment strongly preferred.
• Excellent leadership, communication, coaching, and mentoring skills.
• Strong customer obsession and relationship-building skills.
• Analytical mindset with the ability to derive actionable insights.
• Strong problem-solving abilities for complex customer issues.
• Ability to thrive in a fast-paced environment.
• Results-oriented with a track record of delivering measurable results.

Benefits

• Opportunity to work in a fast-paced, innovative environment.
• Collaborative and inclusive team culture.
• Professional growth and development opportunities.
• Work with high-growth DTC brands and 3PLs.
• Be part of a mission to make international shipping accessible.