CommerceIQ · 7 hours ago
Customer Success Director
United States
Full-time
Remote
Director/Executive
$142K/yr - $213K/yr
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Responsibilities
Ensure we drive value to customers and grow CIQ's commercial engagement with the Customer
Move beyond surface-level issues to understand customers’ core business needs and desired outcomes.
Identify opportunities to enhance customer success by defining and executing tailored strategies.
Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives.
Present and advocate for the right product-solution fit, constructively challenging customers when necessary to align with optimal outcomes.
Develop value propositions that resonate with customers and drive business results.
Negotiate contract terms, manage upsell and cross-sell opportunities, and independently close renewals.
Manage dispute and SLA outcomes
Collaborate with sales account executives to align on customer goals and expand account value.
Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction.
Mentor and guide team members, fostering a culture of customer obsession, deep diving into challenges, and winning as a team.
Regularly review customer sentiment and satisfaction using data and metrics.
Implement strategies to continuously improve customer engagement, satisfaction, and retention.
Serve as a thought leader in the CPG and e-commerce sectors, providing insights and guidance to both internal teams and customers.
Stay informed about industry trends, competitive landscape, and emerging technologies to drive innovation and customer success.
Qualification
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Required
Customer-facing experience at a top-tier consulting firm within the Consumer Goods / Retail vertical.
Extensive experience in customer success, account management, or a related field within the software/SaaS/Analytics industry.
Knowledge of the CPG and e-commerce sectors, with a proven track record of success in these industries.
Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies.
Excellent communication and interpersonal skills, with experience engaging and influencing senior-level executives.
Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals.
Proven leadership skills with the ability to inspire and coordinate cross-functional teams.
Data-driven mindset with experience using metrics to inform decision-making and drive customer success.
Willingness to travel and engage directly with customers, or to hire and manage a team in our hubs.
Preferred
Engineering/Economics degrees are a plus.
MBA is highly preferred.
Benefits
Comprehensive medical, vision, and dental coverage
401(k)-retirement plan
Short & long-term disability insurance
Life insurance
Paid parental leave
Various other perks
10 paid company holidays in each calendar year
Unlimited PTO for our full-time employees
Company
CommerceIQ
CommerceIQ is an omnichannel management platform that helps large brands use machine learning and automation to increase e-commerce sales.
Founded in 2012
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$195.5MKey Investors
SoftBank Vision FundInsight PartnersShasta Ventures
2022-03-21Series D· $115M
2021-06-22Series C· $60M
2016-01-14Series B· $12M
Leadership Team
Guru Hariharan
CEO & Founder
Doug Bleszinski
Vice President of Global Sales
Recent News
Crunchbase News
2024-10-30
Company data provided by crunchbase
