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Director of Customer Success & Engagement

Large online marketplaces like Amazon have trained consumers to expect products delivered to their doorsteps within 1-2 days at no extra cost. As a result, millions of sellers on other marketplaces are falling behind, unable to cost-effectively deliver products to their customers within 1-2 days. Deliverr's mission is to enable any seller, regardless of size, to delight their customers with fast and affordable cost-effective fulfillment.
We’re a group of operation gurus, engineers, product experts, customer champions and designers, looking for intelligent, driven and passionate people to help make our vision a reality. We have offices in San Francisco, Chicago and Toronto and are backed by Silicon Valley venture capital firms. 
If you get excited thinking about joining a company on a mission to deliver products everywhere in the world within two days - we’re looking for you. 
As Director of Customer Success, you will be responsible for hitting overall revenue targets for all active merchants on Deliverr. You will have a General Manager disposition to manage and aggressively grow your portfolio of business. You will have a strong bias for action to bring multiple internal group together to achieve results for our merchant base. 
What you'll do 
  • Attract, hire and manage a team of talented Customer Success Manager, each of whom will manage 200+ accounts. You will be responsible for overall average monthly orders across all merchants
  • Do active quarterly planning and forecasting and craft execution plans to hit the plans
  • Serve as the escalation point of contact for any merchant escalation
  • Lead strategy for segmenting merchants, assigning merchants to Engagement Managers and creating monthly goals for each segment 
  • Lead best practices to grow merchants business on marketplaces and Deliverr. Train the team on the best practices.
  • Lead the effort for creation of content that helps merchants become more successful on marketplaces and Deliverr. 
  • Lead automated emails,  webinars and other tactics to educate merchants on the platform and other tools they need to grow their business.
  • Partnerships with other companies to build a healthy ecosytem of tools merchants need to grow their business.  
What we’re looking for 
  • 7+ years  of experience, ideally as a Director of Customer Success or Head of Account Management, Director of Product Marketing experience at an SMB startup 
  • Experience in attracting, hiring, training and managing a team
  • GM Attitude - Strong bias for action to do what it takes to hit numbers. Align operations, engineering and data science team to drive initiatives that will help drive merchant success on Deliverr. 
  • Excellent consultative, communication, and problem solving skills
  • Strong relationship building skills. Flexible and comfortable in the environment of a rapidly growing company
  • Highly analytical, deep experience with reporting tools and ability to pull reports, analyze and get insights. 
Bonus points for:
  • Working knowledge and understanding of multi-channel online retail such as eBay, Amazon, Walmart or e-commerce fulfillment

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

Comprehensive benefits for hard working teams.

You’ll have a tough challenge to tackle, so we make sure you’re covered!

Catered Meals
401k Plan
Commuter Benefits
Gym Benefits

Application for Director of Customer Success & Engagement submitted!

Application for Director of Customer Success & Engagement

San Francisco, CA

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