Director of Customer Success

Large online marketplaces like Amazon have trained consumers to expect products delivered to their doorsteps within 1-2 days at no extra cost. As a result, millions of sellers on other marketplaces are falling behind, unable to cost-effectively deliver products to their customers within 1-2 days. Deliverr's mission is to enable any seller, regardless of size, to delight their customers with fast and cost-effective fulfillment.

We’re a group of operations gurus, engineers, product experts, customer champions and designers, looking for intelligent, driven and passionate people to help make our vision a reality. We’re based in the heart of San Francisco, Chicago and Toronto. We are backed by a leading silicon valley venture capital firm. 

If you get excited thinking about joining a company on a mission to deliver products anywhere in the world within two days or less - we’re looking for you. 

As Director of Customer Success, you will be responsible for hitting overall revenue targets for all active merchants on Deliverr. You will have a General Manager disposition to manage and aggressively grow your portfolio of business. You will have a strong bias for action to bring multiple internal group together to achieve results for our merchant base. 

What you'll do 
  • Attract, hire and manage a team of talented Customer Success Manager, each of whom will manage 200+ accounts. You will be responsible for overall average monthly orders across all merchants
  • Do active quarterly planning and forecasting and craft execution plans to hit the plans
  • Serve as the escalation point of contact for any merchant escalation
  • Lead strategy for segmenting merchants, assigning merchants to Engagement Managers and creating monthly goals for each segment 
  • Lead best practices to grow merchants business on marketplaces and Deliverr. Train the team on the best practices.
  • Lead the effort for creation of content that helps merchants become more successful on marketplaces and Deliverr. 
  • Lead automated emails,  webinars and other tactics to educate merchants on the platform and other tools they need to grow their business.
  • Partnerships with other companies to build a healthy ecosytem of tools merchants need to grow their business.  

What we’re looking for 
  • 7+ years  of experience, ideally as a Director of Customer Success or Head of Account Management, Director of Product Marketing experience at an SMB startup 
  • Experience in attracting, hiring, training and managing a team
  • GM Attitude - Strong bias for action to do what it takes to hit numbers. Align operations, engineering and data science team to drive initiatives that will help drive merchant success on Deliverr. 
  • Excellent consultative, communication, and problem solving skills
  • Strong relationship building skills. Flexible and comfortable in the environment of a rapidly growing company
  • Highly analytical, deep experience with reporting tools and ability to pull reports, analyze and get insights. 

Bonus points for:
  • Working knowledge and understanding of multi-channel online retail such as eBay, Amazon, Walmart or e-commerce fulfillment

We also have great benefits to make your life easier so you can focus on what you're best at:
  • Competitive salary
  • Generous stock option plan
  • Medical, dental and vision insurance
  • 401k plan
  • Unlimited vacation
  • Commuter benefits
  • Discounted gym membership

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