Director of Customer Success & Communications

Check Out My Card LLC•Algona, WA

19d•$149,000 - $175,000•Onsite

About The Position

Director of Customer Success & Communications It’s a great time to join COMC – Millions of Cards. Endless Joy. Our industry is thriving, and at COMC we’re building a team that’s passionate about using cutting-edge technology to enhance the joy of collecting sports trading cards while expanding into new categories. We’re committed to delighting our customers—collectors, consigners, and enthusiasts alike—by delivering innovative, engaging, and enjoyable experiences at scale. Location: Algona, WA (On-site) Job Type: Full-Time Reports To: SVP, People & Operations Travel Required: Less than 10% Compensation: $149,000 - $175,000 annual salary Summary The Director of Customer Success & Communications will lead the evolution of COMC’s customer experience from a primarily reactive support model to a proactive, scalable customer success organization. This role is intentionally designed to be hands-on in the first several months, working closely with frontline teams and day-to-day workflows to deeply understand current processes, pain points, and customer needs. That foundational understanding will inform the design of the long-term Customer Success strategy, operating model, and team structure. Over time, the role will transition to a primarily strategic focus, owning customer success strategy, root cause analysis and prevention, cross-functional collaboration, and customer-facing communications that strengthen trust, loyalty, and brand affinity. This leader will partner closely with Operations, Product, Engineering, and Strategy to drive measurable improvements in customer experience while enabling the organization to scale efficiently. About You You are a proven change leader who thrives in environments where there is opportunity to build, transform, and mature a function. You bring strong strategic instincts, exceptional communication skills, and the willingness to dive into the details early to understand how the work truly gets done. You are equally comfortable: Operating at a systems and strategy level, designing scalable solutions and presenting to senior leadership, and Rolling up your sleeves to work alongside teams, analyze queues, diagnose root causes, and understand frontline realities. You build credibility through action, clarity, and collaboration—and you’re energized by creating order, structure, and momentum where there is an opportunity to do better.

Requirements

Exceptional written and verbal communication skills with executive presence
Demonstrated ability to operate strategically while engaging in hands-on execution when needed
Experience implementing and scaling customer success technology stacks (Zendesk, CRM, AI/chatbots, knowledge tools, or similar)
Strong cross-functional collaboration and influence skills
Proven track record of building and scaling customer success programs with measurable impact
Data-driven decision-maker comfortable using dashboards and analytics
Change management experience leading organizational transformation
Customer-obsessed with a bias for action and continuous improvement
8+ years of experience in Customer Success, Customer Experience, or Communications
7+ years leading and scaling customer success or customer-facing teams
Experience transforming reactive support models into proactive customer success organizations
Background in high-growth, tech-enabled, or consumer-facing environments required
Bachelor's degree in Communications, Marketing, Business, or related field (or equivalent experience)

Nice To Haves

Turnaround or rapid-scale experience strongly preferred
Experience in collectibles, sports, entertainment, or e-commerce marketplaces a plus

Responsibilities

Customer Success Strategy & Transformation Lead the transition from reactive customer service to proactive customer success, grounded in firsthand understanding of current operations
Define and execute the roadmap for evolving Customer Success into distinct B2C and B2B / Enterprise workstreams, including formalizing support for grading partners and strategic accounts
Establish operational excellence standards including SLAs, quality frameworks, escalation models, and prevention mechanisms
Own root cause analysis and prevention efforts, identifying systemic issues and partnering cross-functionally to resolve them at the source
Build scalable customer education and enablement programs that reduce support volume and accelerate customer onboarding
Technology & Enablement Leverage existing technology while evaluating and implementing new tools (AI, automation, self-service, knowledge management) to improve efficiency and reduce cost-to-serve
Ensure Customer Success systems scale without linear headcount growth
Communications Strategy Partner closely with the Director of Marketing and Senior Leadership Team to develop and execute COMC’s customer-facing communications strategy across all touchpoints, ensuring alignment, clarity, and consistency
Contribute to and help steward a unified COMC voice, working collaboratively across Customer Success, Marketing, Product, and Operations to build trust and cohesion in how we communicate with customers
Translate complex product, policy, and operational changes into clear, customer-friendly messaging, in alignment with Marketing and executive leadership
Co-lead customer communications for major initiatives—including product launches, pricing changes, and policy updates—ensuring messaging is coordinated, timely, and well-informed across teams
Partner with senior leaders to develop executive communication frameworks, serving as a trusted advisor on customer-facing implications and ensuring leaders are aligned and well-prepared in how we communicate externally
Customer Engagement & Community Drive customer engagement initiatives including onboarding campaigns, retention outreach, and community activations
Serve as the voice of the customer at the leadership level, advocating for customer-driven improvements
Foster loyalty through personalized communications and lifecycle programs
Team Leadership & Organizational Design Build, develop, and lead a lean, high-performing Customer Success and Communications organization
Lead change management as the function evolves from hands-on execution to strategic ownership
Hire and develop future leadership roles (e.g., supervisors or managers) as the organization matures
Feedback, Insights & Advocacy Establish systems to capture, analyze, and act on customer feedback and insights
Identify trends and recommend product, policy, and process improvements
Advocate for customer needs with Product, Engineering, and Operations partners
Crisis & Sensitive Communications Own crisis communications strategy and execution
Develop playbooks and lead customer communications during incidents or sensitive situations
Protect and strengthen brand trust through transparent, timely communication