Director of Customer Success (Ecommerce)

TL;DR

Director of Customer Success (Ecommerce): Leading and shaping the post-onboarding merchant experience to drive long-term value and business growth with an accent on net revenue retention, renewals, and expansion. Focus on building scalable customer success programs, developing high-performing teams, and translating merchant feedback into actionable product insights.

Location: Remote or Hybrid (Must be based in the USA)

Salary: $183,000 – $241,000 (OTE)

Company

hirify.global is a post-purchase ecosystem that empowers ecommerce brands to create shopper confidence through innovative tracking and return solutions.

What you will do

• Define and execute the overall Customer Success strategy to ensure long-term merchant value.
• Lead, coach, and develop a high-performing team of Customer Success Managers.
• Own key business metrics, including net revenue retention, renewals, and overall portfolio health.
• Build and scale customer success playbooks and engagement models across various segments.
• Partner with Revenue Operations to establish necessary processes, tools, and reporting.
• Serve as the voice of the customer, translating merchant feedback into insights for Product and Marketing.

Requirements

• 7+ years of experience in Customer Success or Account Management.
• 3+ years of experience leading and developing high-performing teams.
• Background in high-growth SaaS, fintech, or e-commerce environments.
• Strong understanding of retention and net revenue retention (NRR) metrics.
• Proven ability to design scalable operational frameworks and playbooks.
• Must be based in the United States

Culture & Benefits

• Remote or hybrid work arrangements.
• 95% – 100% coverage of health insurance premiums for employees and families.
• Unlimited PTO and 401k matching.
• Equity incentive plan with stock options.
• Formalized growth opportunities and learning & development budgets.