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Company Overview

CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.

The Role:

The Customer Success Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention. This role requires a deep understanding of the CPG and Hardline industries, exceptional leadership skills, and the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.

**Candidates must be authorized to work in the United States and reside in or around Seattle, WA or New York, NY.**

What You'll Do:

• Strategic Problem Solving:
• 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.

• Executive Management:
• 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.

• Commercial negotiations:
• 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.

• Cross functional Leadership:
• 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.

• Metrics-Driven Account Management:
• Regularly review customer sentiment and satisfaction using data and metrics.
• Implement strategies to continuously improve customer engagement, satisfaction, and retention.

• Thought leadership:
• 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.

What You’ll Bring:

• Extensive experience in customer success, account management, or a related field within the software/SaaS industry.
• Deep 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, either in London or New Jersey, or to hire and manage a team in these hubs.

Core Leadership Principles:

At CommerceIQ, we value:

• Customer Obsession: We put the customer at the center of everything we do.
• Dive Deep: We are thorough and detail-oriented, always seeking to understand the root of challenges.
• Win as a Team: We collaborate, support each other, and succeed together.

Benefits & Perks:

• Highly competitive pay, benefits, and early stage stock options
• Unlimited PTO
• Work from home benefits including flex WFH hours and home office set-up reimbursement
• Monthly cell phone, internet, and gym/fitness reimbursement
• Comprehensive health, dental, vision, and life insurance benefits
• 401K plan, FSA, and HSA programs
• Long-term and short-term disability

Help us build the future of ecommerce. Apply now or learn more at https://commerceiq.ai!

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or any other category prohibited by applicable law.