Senior Director, Merchant Success
173077 - 288461 USD per year
Location:AL, AZ, CA, CO, FL, GA, KS, KY, IA, ID, IL, IN, LA, MA, ME, MI, MN, MO, NC, NH, NJ, NV, NY, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, EST, PST
Languages:English
Seniority level:Director, 10+ years
Experience:10+ years
Skills:
LeadershipPeople ManagementCross-functional Team LeadershipOperations ManagementStrategyBusiness OperationsStrategic ManagementMentoringCoachingRelationship buildingAccount ManagementRelationship managementStakeholder managementCustomer Success
Requirements:
10+ years of experience in Customer Success or Account Management, ideally within logistics or e-commerce 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 with solid decision quality and data-informed direction Exceptional at planning and aligning team efforts with company goals Deeply customer-focused Comfortable influencing at every level of the organization Ability to travel up to 15%
Responsibilities:
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 team strategies Build frameworks and processes for scalable programs Partner with senior leadership to shape global operating models Partner cross-functionally with Operations and Revenue Directly support complex escalations Inform and shape product, policy, and process changes
