Director (Head) of Customer Success Management (3PL)

Location: Remote in the United States or Canada

Company

hirify.global is a 3PL provider helping merchants manage cross-border fulfillment and post-purchase logistics through international warehouses and global orchestration.

What you will do

• Build, coach, and manage Customer Success Managers and Hypercare managers across Enterprise, Strategic, and Growth segments.
• Own Gross Revenue Retention, Net Revenue Retention, retention forecasting, risk reviews, churn post-mortems, and executive escalations.
• Design segmented coverage models, book-of-business capacity, lifecycle handoffs, and the Hypercare-to-CSM graduation process.
• Lead merchant peak planning for events such as BFCM and Chinese New Year, including volume forecasts, inventory positioning, carrier mix, and surcharge communications.
• Establish health scoring, executive business reviews, merchant sentiment programs, and outcome-based success plans.
• Drive services-led expansion, HubSpot data quality, AI-assisted CS operations, and cross-functional feedback loops with Product, Operations, Sales, RevOps, and Technical Solutions.

Requirements

• Fluent English with executive-level written and spoken communication, including board-ready retention reviews and difficult merchant conversations.
• 8+ years of experience in Customer Success or Account Management, including 3+ years managing CSMs or Account Managers with retention and expansion ownership.
• Required experience in fulfillment, 3PL, cross-border logistics, or e-commerce operations, including SLA attainment, exception rates, carrier mix, inventory positioning, and duties exposure.
• Experience designing segmented coverage models, leading-indicator health scores, retention forecasts, digital or pooled CS motions, and outcome-based business reviews.
• Strong analytical and commercial skills, including HubSpot, a BI tool such as Metabase, spreadsheets, and services-led expansion; SQL is a plus.
• Experience deploying AI tooling in Customer Success and familiarity with Shopify, Intercom, Jira, and Gong or similar tools.

Nice to have

• SQL experience.
• Experience leading a retention turnaround or scale-up and demonstrating before-and-after results.

Culture & Benefits

• Player-coach leadership role in a 0-to-1 environment.
• Extreme ownership of merchant retention, escalations, and team development.
• Emphasis on judgment, operational precision, scalable playbooks, and measurable outcomes.
• Collaboration with Account Champions in the China and Chicago fulfillment centers.