Recruitment Room - Global · 2 days ago
Director of Customer Success
United States
Full-time
Remote
Lead/Staff, Director/Executive
$160K/yr - $175K/yr
5+ years expRecruitment Room - Global is focused on delivering measurable outcomes for ecommerce brands through a hands-on leadership approach. The Director of Customer Success will drive retention, renewals, and advocacy while building systems and teams to ensure customer success and satisfaction.
Management Consulting
Responsibilities
Ensure customers consistently achieve measurable business outcomes
Build a proactive Customer Success motion that drives optimization strategy, test quality & velocity, and consistent impact across the portfolio
Position Customer Success as strategic advisors that guide experimentation strategy and influence customer action
Establish operating cadence and accountability around results delivery
Own the Customer Success strategy and operating approach that drives retention
Build early-warning processes for churn risk and implement escalation frameworks
Partner with Sales on renewal and expansion motions by ensuring adoption + value delivery that makes renewals inevitable
Set expectations and standards for strategic engagement
Build a reliable system for capturing customer wins and converting them into advocacy
Drive testimonials, case studies, and referrals consistently
Partner with Marketing to turn advocacy into pipeline acceleration, brand trust, and category differentiation
Build systems, processes, and performance management for predictable CS + Support operations
Define team KPIs and ensure measurement integrity
Run reviews and cadences to identify gaps and drive continuous improvement
Manage the support team that collaborates with customers
Set service standards for speed, resolution quality, and customer delight
Scale support through workflows, automation, and AI/self-serve without sacrificing human experience
Use support insights to reduce recurring issues and improve product quality
Treat enablement as a first-class lever for adoption, support efficiency, and customer success
Deliver clear materials for core features and workflows (articles, tutorials, videos, webinars)
Maintain freshness and rigor so enablement reflects current product behavior
Recruit, develop, and retain high-performing talent in Customer Success & Support
Coach CSMs into strategic operators who can interpret results, influence action, and drive adoption
Build onboarding, training, and career paths that continuously raise the CS bar
Qualification
Required
5+ years leading Customer Success with measurable retention outcomes
3+ years of ecommerce experience
Scaling startup experience (Series A–C or later), with proven ability to systematize success and lead support teams
Team building experience: hiring and developing CSMs & Support Specialists
Strong cross-functional instincts to translate customer insights into product, support, and GTM improvements
Commitment to quality: results delivery, responsiveness, and customer trust
Preferred
Experience in ecommerce/retail tech ecosystems
Familiarity with experimentation/optimization platforms (A/B testing, personalization)
Track record of building enablement programs
History of driving customer advocacy (testimonials, case studies, referrals)
Experience leading customer Support teams
Benefits
Equity
Company
Recruitment Room - Global
🌍 RR Global is your trusted gateway to world-class talent and transformative career opportunities.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase