Director (Head) of Customer Success Management
New
P
PortlessLogistics, E-commerce
United States. CanadaFull-TimeDirector
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 8+ Years in Customer Success or Account Management: Including 3+ years directly managing CSMs or Account Managers
- Required Skills
- SQLShopifyJiraHubSpot
Requirements
- 8+ years of experience in Customer Success or Account Management.
- 3+ years of experience managing CSMs or Account Managers with retention and expansion responsibility.
- Fluent in English with executive-level communication skills.
- Domain expertise in fulfillment, 3PL, cross-border logistics, or e-commerce.
- Hands-on experience designing segmented coverage models and leading-indicator health scores.
- Track record of services-led expansion and NRR/GRR forecasting.
- Experience using HubSpot as a system of record.
- Proficiency with BI tools (e.g., Metabase) and spreadsheets; SQL is a plus.
- Experience deploying AI tooling in a CS team (call intelligence, drafting, anomaly detection).
- Familiarity with the Shopify ecosystem, Intercom, Jira, and Gong.
Responsibilities
- Hire, onboard, and develop CSMs and Hypercare managers across segments.
- Deliver Gross and Net Revenue Retention for the merchant base.
- Publish a monthly retention forecast with named at-risk accounts and save plans.
- Design and run tiered engagement for Enterprise, Strategic, and Growth merchants.
- Own the handoff standard from Hypercare programs into lifecycle CSM ownership.
- Partner with Operations and Product to align merchant expectations with warehouse execution.
- Manage the Voice of the Merchant program including sentiment and NPS.
- Deploy AI tooling to remove manual CSM tasks and improve operational efficiency.
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