Senior Director, Merchant Success

10+ years of experience in Customer Success or Account Management, ideally within the logistics or e-commerce space Demonstrated track record of exceeding targets and delivering exceptional commercial outcomes Skilled at developing talent and building high-performing, values-aligned teams Naturally collaborative with a track record of working across functions Comfortable operating at the executive level with strong presence, credibility, and communication skills Decisive and thoughtful, using data to inform direction Exceptional at planning and aligning team efforts with company goals Deeply customer-focused, advocating on their behalf Comfortable influencing at every level of the organization

Oversee Enterprise and Upper Mid-Market Merchant Success teams Set vision and strategy for managing complex, strategic accounts Foster a high-performance, people-first culture Coach and develop leaders within the team Monitor customer health metrics and guide actionable strategies Build frameworks and processes for nuanced deals and scalable programs Partner with senior leadership and cross-functional teams on global operating models Directly support complex escalations Inform and shape product, policy, and process changes