Director of Customer Success at Project Growth

Location: [Remote] 9AM - 6PM EST with 1 hour lunch break

Position Overview:

The ideal candidate will have a strong background in e-commerce, with hands-on experience managing customer success operations. Familiarity with Shopify Enterprise, Gorgias CX, and other leading tools is a significant advantage. You will play a pivotal role in enhancing customer satisfaction, analyzing CX data, and leading a high-performing team to deliver best-in-class service.

Key Responsibilities:

• Develop and execute customer success strategies to enhance retention, loyalty, and overall customer satisfaction.
• Manage and mentor a team of Customer Success professionals, fostering a high-performance culture.
• Leverage tools like Shopify Enterprise, Gorgias CX, and other platforms to monitor, analyze, and improve customer experience metrics.
• Implement and refine workflows to streamline CX operations and ensure efficient service delivery.
• Collect, analyze, and act on customer feedback and data to drive continuous improvement.
• Collaborate cross-functionally with marketing, sales, and product teams to align customer success initiatives with business objectives.
• Track and report on key CX metrics, providing actionable insights to leadership.
• Stay up to date with industry trends and best practices to ensure the company remains at the forefront of customer success innovation.

Qualifications:

• Proven experience in a Customer Success Manager or Director role, ideally within the e-commerce or DTC space.
• Strong familiarity with Shopify Enterprise and Gorgias CX platforms.
• Demonstrated success in managing and scaling CX teams.
• Data-driven mindset with the ability to interpret and act on complex CX metrics.
• Exceptional communication and leadership skills, with the ability to inspire and motivate teams.
• Experience working with cross-functional teams to deliver seamless customer experiences.
• Passion for delivering outstanding customer service and fostering brand loyalty.

Preferred Qualifications:

• Background in the furniture industry or other high-ticket DTC categories.
• Experience implementing or optimizing customer success platforms and tools.
• Strong problem-solving skills with a focus on innovation and process improvement.