Director – Customer Success Management

🕒 Setembro 15

🌐 Estados Unidos, Canadá – Remoto

🇺🇸 Estados Unidos – Remoto (EUA) 🇨🇦 Canadá – Remoto

⏰ Tempo Integral

🔴 Especialista

🏆 Sucesso do Cliente

👻 Score fantasma 18%

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Portless

SiteLinkedInTodas as Vagas

11 - 50 funcionários

🛍️ Comércio Eletrônico

📦 Logística

💳 Fintech

eCommerce • Logistics • Fintech

Portless é uma plataforma de logística e fulfillment que se especializa em envios de e-commerce direto para o consumidor (DTC), permitindo que as empresas atendam pedidos diretamente da China até a porta dos clientes. Ao otimizar os processos de envio e reduzir custos, a Portless melhora as margens e o fluxo de caixa para seus clientes, possibilitando que eles respondam de forma eficiente à demanda real dos consumidores. A empresa também oferece integrações com plataformas populares de e-commerce, tornando o envio internacional fluido e eficaz.

Descrição

• Own the post-launch merchant relationship for every Portless merchant and lead the Customer Success Management team • Lead customer success motions across onboarding and lifecycle teams • Own Gross Revenue Retention and Net Revenue Retention for the merchant base • Set coverage models, playbooks, cadences, and segmented engagement across Enterprise, Strategic, and Growth accounts • Hire, onboard, coach, and develop CSMs and Hypercare managers • Set book-of-business capacity and revenue coverage; rebalance books quarterly • Define performance scorecards and manage team performance • Publish monthly retention forecasts with at-risk accounts, dollar exposure, and save plans • Run weekly at-risk reviews and lead churn post-mortems • Serve as senior escalation point for Enterprise and Strategic merchants • Own Hypercare-to-CSM handoffs and graduation standards • Lead merchant-facing peak planning with Operations for BFCM and Chinese New Year • Design merchant health scoring and use leading indicators to trigger interventions • Set standards for MBRs, QBRs, and EBRs focused on measurable merchant outcomes • Own the merchant sentiment program, including risk scoring, Customer Effort Score, and decision-maker NPS • Own service attach-rate targets and expansion playbooks for Portless and partner solutions • Coach CSMs on services-led discovery, ROI cases, and commercial rigor • Partner with Sales and Operations on expansion, win-back, and share-of-wallet growth • Enforce HubSpot data standards as the system of record • Deploy AI tooling to reduce CSM toil and establish human-review quality standards • Convert merchant friction into prioritized Product and Operations feedback • Partner cross-functionally with Technical Solutions, Operations, Product, Sales, RevOps, Engineering, and fulfillment centers • Deliver retention, growth, lifecycle, sentiment, and team success metrics

🎯 Requisitos

• Fluent in English with executive-level written and spoken communication • 8+ years in Customer Success or Account Management • 3+ years directly managing CSMs or Account Managers with ownership of retention and expansion targets • Fulfillment, 3PL, cross-border logistics, or e-commerce operations experience required • Understanding of SLA attainment, exception rates, carrier mix, inventory positioning, duties and de minimis exposure, and 3PL churn drivers • Experience designing segmented coverage models, leading-indicator health scores, retention forecasting, digital and pooled CS motions, and outcome-based business reviews • Track record of services-led expansion, attach-rate management, and forecasting NRR alongside GRR • Comfortable with HubSpot, a BI tool such as Metabase, and spreadsheets; SQL is a strong plus • Experience deploying AI tooling in a CS team and defining appropriate guardrails • Shopify ecosystem knowledge • Experience with Intercom, Jira, and Gong or similar call-intelligence tools

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