Customer Success Director - U.S. East Coast

CommerceIQ

81d • $129,000 - $177,000

About The Position

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 Retail and CPG industries, exceptional project management skills, as well as the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate strong commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes. The role reports to our VP of Customer Success. While you will be remote from the US-East Coast, this role requires regular time in person with customers. You will need to be close to an airport and location in the tri-state area is strongly preferred.

Requirements

• 8+ years’ experience in consulting, account management, customer success, or a related field within analytics, SaaS, or e-commerce.
• Experience at a top consulting or analytics firm, or within a leading CPG, Retail, Amazon, or SaaS organization serving those sectors.
• Strong understanding of the CPG and e-commerce landscape, with proven ability to deliver measurable business impact.
• Exceptional strategic and analytical problem-solving skills; adept at translating insights into actionable plans.
• Executive presence with outstanding communication, influencing, and relationship-building skills.
• Demonstrated commercial acumen with a record of successful renewals, upsells, and contract negotiations.
• Proven leadership and collaboration skills, able to motivate and align cross-functional teams toward shared goals.
• Data-driven decision-making mindset; adept at interpreting metrics to drive continuous improvement.
• High bias for action, entrepreneurial energy, and comfort operating in ambiguity.
• Bachelor’s degree in Engineering, Economics, or a related field; MBA preferred.
• Willingness to travel and engage directly with customers.

Responsibilities

• Own the overall CIQ account strategy, planning, and executive engagement cadence.
• Deepen CIQ’s strategic partnership with customers through business reviews and use-case workshops that tie product capabilities to measurable business outcomes.
• Track value realization on your accounts and proactively identify new opportunities to expand engagement and impact.
• Go beyond surface-level issues to uncover customers’ root business challenges and desired outcomes.
• Translate complex needs into clear, actionable solutions and scalable frameworks.
• Identify and lead internal initiatives to continuously improve customer success processes.
• Build and maintain multi-threaded, VP+ relationships across customer organizations.
• Engage as a trusted advisor, constructively challenging customers when necessary to align with optimal outcomes.
• Lead executive-level business reviews and long-term strategic planning sessions.
• Develop compelling value propositions that demonstrate clear ROI and business impact.
• Independently lead renewals and negotiate contract terms, while identifying upsell and cross-sell opportunities.
• Collaborate with sales account executives to align on customer goals and expansion opportunities.
• Manage escalations and SLAs to preserve long-term customer trust.
• Leverage analytical acumen to identify performance trends, uncover root causes, and recommend platform-driven solutions.
• Use analytical frameworks to validate hypotheses, quantify ROI, and monitor account health.
• Collaborate with product and data science teams to surface insights that influence roadmap prioritization and customer automation opportunities.
• Champion usage within the customer base guiding teams on how to operationalize insights from CIQ’s AI-driven analytics.
• Orchestrate cross-functional teams to deliver customer outcomes with excellence, even without direct authority.
• Champion the customer’s voice internally, driving accountability and collaboration across functions.
• Foster a culture where we win as a team, balancing empathy, clarity, and a results-oriented mindset.
• Use data-driven insights to assess customer health, identify risk, and drive proactive engagement.
• Implement scalable success plans that increase satisfaction, adoption, and retention.
• Maintain a strong focus on product-enabled outcomes and quantifiable value creation.
• Conduct regular and data-driven reviews of customer health.
• Serve as a thought partner to customers, provide insights and guidance to both internal teams and customers.
• Stay ahead of industry trends, competitive moves, and emerging technologies to anticipate customer needs and guide innovation.

Benefits

• The typical base pay range for this role across the US is USD: $129,000 - $177,000/per year.
• In addition, there is a 15%-20% variable, along with an equity package.
• Comprehensive medical, vision, and dental coverage.
• A 401(k)-retirement plan.
• Short & long-term disability insurance.
• Life insurance.
• Paid parental leave.
• Monthly reimbursements for gym, phone, and internet.
• 10+ paid company holidays in each calendar year and unlimited PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees