Senior Director – Client Services

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Phoenix Ecommerce Technologies

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2024

🛍️ eCommerce

💳 Fintech

☁️ SaaS

🔥 Funding within the last year

💰 $5M Series unknown on 2025-11

eCommerce • Fintech • SaaS

Phoenix Ecommerce Technologies is an ecommerce infrastructure and payments platform built for high-volume direct-to-consumer (D2C) merchants. It provides a headless, no-code customizable checkout and funnel builder, AI-powered decline recovery and payment routing, tokenized vaulting, subscription and billing management, and analytics to optimize approvals, conversions, and lifetime value. The product emphasizes higher authorization rates, faster wallet-native checkouts (Apple Pay, Google Pay), multi-processor support, and retention automation for subscription and direct-response brands.

📋 Description

• Lead, mentor, and develop the Client Services organization. • Establish service standards, response expectations, escalation frameworks, and customer success processes. • Create a high-accountability, merchant-first culture focused on responsiveness, retention, and merchant growth. • Monitor team performance, utilization, SLAs, satisfaction metrics, and operational efficiency. • Build scalable workflows for onboarding, support, account management, and proactive client engagement. • Own scalable onboarding and implementation frameworks for new merchants. • Establish launch readiness standards, activation KPIs, and time-to-value goals. • Coordinate across Integrations, Checkout, CRM, and Payments to ensure successful merchant launches. • Identify friction points in onboarding and build processes that improve speed, consistency, and merchant experience. • Lead resolution of critical merchant escalations and platform incidents. • Own severity management, root-cause analysis, escalation governance, and cross-functional communication during outages or service disruptions. • Oversee resolution of complex client issues related to Shopify integrations, checkout functionality, subscription billing, payment processing, funnel logic, tracking discrepancies, and third-party application conflicts. • Improve documentation standards, escalation processes, and communication between technical and client-facing teams. • Ensure the Client Services organization develops a strong operational understanding of ecommerce systems and platform architecture. • Own operational visibility across client health and support operations. • Develop customer health scoring and reporting frameworks. • Track and analyze MRR, churn, retention, NRR, NPS/CSAT, response times, resolution times, and merchant engagement. • Build dashboards that provide visibility into client health, operational bottlenecks, and revenue opportunities. • Identify opportunities for automation, AI-assisted support, self-service tooling, and process improvement. • Partner closely with Product, Engineering, CRM, Payments, Checkout, and Growth teams. • Serve as the primary operational liaison between merchants and internal teams. • Translate merchant feedback, operational pain points, and revenue-impacting issues into actionable product priorities. • Partner with Product and Engineering on release planning, beta programs, feature adoption, rollout communication, and change management. • Help shape customer education, onboarding materials, support documentation, and best-practice resources.

🎯 Requirements

• 7+ years of experience in Customer Success, Client Services, Account Management, or Support leadership. • 3+ years managing high-performing customer-facing teams. • Strong experience within ecommerce, SaaS, subscription commerce, payments, or Shopify ecosystems. • Deep understanding of ecommerce operations, checkout systems, subscription billing, payment flows, and merchant success metrics. • Experience managing technical escalations and cross-functional operational workflows. • Strong analytical and operational mindset with experience using data to drive decisions. • Exceptional communication, leadership, and organizational skills. • Ability to operate effectively in a fast-paced startup environment.

🏖️ Benefits

• Health insurance • Retirement plans • Flexible work hours • Paid time off • Professional development • Stock options