Director of Customer Success

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