- Senior
FULL TIME
REMOTE
MIAMI, FL
Position: Director of Customer Success
Working Hours: M-F
🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️
About the Company
We are a fast-growing e-commerce brand redefining customer success by making loyalty and retention the core drivers of growth. Our mission is to transform first-time buyers into lifelong brand advocates through a seamless, empathetic, and customer-centric experience.
Scope of the Role
We are seeking a strategic and empathetic Director of Customer Success to build and lead a new function that will become the heartbeat of our company. This foundational role requires a hands-on builder who knows that in modern e-commerce, customer retention, loyalty, and lifetime value (LTV) are the ultimate growth levers.
You will design and implement the post-purchase journey, architect programs that drive loyalty, and lead a team that ensures every customer interaction strengthens brand trust and long-term growth.
Duties and Responsibilities
- Develop the Strategy: Define and implement the overall customer success strategy, establishing milestones throughout the e-commerce lifecycle.
- Build for Scale: Design scalable processes, systems, and programs for onboarding, proactive support, engagement, and feedback.
- Own the Metrics: Monitor and report on LTV, NRR, CSAT, NPS, and repeat purchase rate.
- Drive Retention & Loyalty: Launch and manage loyalty programs, subscriptions, and win-back campaigns to reduce churn.
- Voice of the Customer: Act as the central hub for feedback, driving improvements across Product, Marketing, and Merchandising.
- Team Leadership: Hire, mentor, and inspire a high-performing CS team.
- Cross-Functional Partnership: Work closely with Growth leadership to align retention and acquisition strategies into one seamless journey.
Requirements
- 6+ years in customer success or customer experience leadership, with proven success scaling CS functions.
- Direct e-commerce or DTC experience is required.
- Deep knowledge of customer lifecycles, key metrics (LTV, CAC, NRR, Churn), and e-commerce tech stacks (CRM, helpdesk, loyalty platforms).
- Strong record of improving retention, loyalty, and lifetime value through data-driven strategies.
- Exceptional leadership in hiring, coaching, and building teams.
- Data-driven mindset, able to translate insights into actionable business strategies.
- Excellent communication and interpersonal skills, capable of influencing leaders and presenting to executives.
- Bachelor’s degree in Business, Marketing, Communications, or related field.
