Director of Customer Success

Our client is a leading DTC brand in the e-commerce furniture space, recognized for their innovative designs and seamless online shopping experience. As they continue to expand, they are seeking a dynamic Director of Customer Success to drive exceptional customer experiences and optimize their customer success strategy. Location: [Remote] 9AM - 6PM EST with 1 hour lunch break Position Overview: The ideal candidate will have a strong background in e-commerce, with hands-on experience managing customer success operations. Familiarity with Shopify Enterprise, Gorgias CX, and other leading tools is a significant advantage. You will play a pivotal role in enhancing customer satisfaction, analyzing CX data, and leading a high-performing team to deliver best-in-class service. Key Responsibilities: • Develop and execute customer success strategies to enhance retention, loyalty, and overall customer satisfaction. • Manage and mentor a team of Customer Success professionals, fostering a high-performance culture. • Leverage tools like Shopify Enterprise, Gorgias CX, and other platforms to monitor, analyze, and improve customer experience metrics. • Implement and refine workflows to streamline CX operations and ensure efficient service delivery. • Collect, analyze, and act on customer feedback and data to drive continuous improvement. • Collaborate cross-functionally with marketing, sales, and product teams to align customer success initiatives with business objectives. • Track and report on key CX metrics, providing actionable insights to leadership. • Stay up to date with industry trends and best practices to ensure the company remains at the forefront of customer success innovation. Qualifications: • Proven experience in a Customer Success Manager or Director role, ideally within the e-commerce or DTC space. • Strong familiarity with Shopify Enterprise and Gorgias CX platforms. • Demonstrated success in managing and scaling CX teams. • Data-driven mindset with the ability to interpret and act on complex CX metrics. • Exceptional communication and leadership skills, with the ability to inspire and motivate teams. • Experience working with cross-functional teams to deliver seamless customer experiences. • Passion for delivering outstanding customer service and fostering brand loyalty. Preferred Qualifications: • Background in the furniture industry or other high-ticket DTC categories. • Experience implementing or optimizing customer success platforms and tools. • Strong problem-solving skills with a focus on innovation and process improvement. What We Offer: • Competitive salary and benefits package. • Opportunities for professional growth within a fast-paced, innovative environment. • A collaborative culture that values customer-first thinking and innovation. Application Process: To be considered for this role these steps need to be followed: • Fill in the application form • Record a video showcasing your skill sets