Director – Customer Success Management

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Portless

WebsiteLinkedInAll Job Openings

11 - 50 employees

🛍️ eCommerce

📦 Logistics

💳 Fintech

eCommerce • Logistics • Fintech

Portless is a logistics and fulfillment platform that specializes in direct-to-consumer (DTC) e-commerce shipping, allowing businesses to fulfill orders directly from China to their customers' doorsteps. By streamlining shipping processes and reducing costs, Portless improves margins and cash flow for its clients, enabling them to respond efficiently to actual customer demand. The company also offers integrations with popular e-commerce platforms, making international shipping seamless and effective.

📋 Description

• 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

🎯 Requirements

• 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