Director Of Client Success

Mountainy•Goodyear, AZ

4h•Onsite

About The Position

Mountainy is looking for a Director of Client Success to join our growing team in Arizona. This is a hands-on leadership role for someone who enjoys solving complex problems, learning new technology, and helping eCommerce brands succeed. As the Director of Client Success, you'll serve as the primary point of contact for a portfolio of clients while leading client onboarding, troubleshooting operational issues, training customers on our warehouse management system, and continuously improving the client experience. You'll also oversee Client Success Representatives as our Arizona team continues to grow. We're a fast-growing company, which means this isn't a role where every process is already documented. We're looking for someone who takes ownership, figures things out independently, and enjoys solving new challenges every day.

Requirements

Resourceful and able to figure things out independently.
A self-starter who doesn't wait to be told what to do next.
Highly accountable and takes ownership of client outcomes.
Detail-oriented with a commitment to getting things right.
Positive, adaptable, and comfortable in a fast-moving environment.
Naturally curious and enjoys learning new software.
Comfortable managing multiple priorities without losing attention to detail.
Passionate about solving difficult problems rather than simply responding to tickets.

Nice To Haves

Shopify
ShipHero or another Warehouse Management System (WMS)
eCommerce operations
Third-party logistics (3PL)
Customer Success or Account Management
Process improvement, workflow design, or business automations

Responsibilities

Manage and support a portfolio of eCommerce fulfillment clients.
Lead new client onboarding and ensure smooth transitions into our fulfillment operation.
Train clients on ShipHero and help them confidently use the platform.
Troubleshoot issues involving ShipHero, Shopify, fulfillment workflows, inventory, bundles, and order management.
Configure fulfillment rules, workflows, and automations to improve operational efficiency.
Collaborate with warehouse managers, sales, leadership, and other departments to solve client challenges.
Supervise and mentor Client Success Representatives as the team expands.
Conduct Google Meet training sessions, account reviews, and client check-ins.
Prioritize multiple client requests while ensuring accurate and timely resolutions.
Look for opportunities to improve internal processes and the overall client experience.