Customer Success Director (Manager), Advertising (Search)

Company Overview

CommerceIQ’s AI-powered digital commerce platform is revolutionizing the way brands sell online. Our unified ecommerce management solutions empower brands to make smarter, faster decisions through insights that optimize the digital shelf, increase retail media ROI and fuel incremental sales across the world’s largest marketplaces. With a global network of more than 900 retailers, our end-to-end platform helps 2,200+ of the world’s leading brands streamline marketing, supply chain, and sales operations to profitably grow market share in more than 50 countries. Learn more at commerceiq.ai.

The Role:

• Fueled by our customer and business growth, we’re looking for a Customer Success Director to lead a team of highly skilled Advertising Managers and/or Directors.

  This role is responsible for overseeing and growing relationships with our customers while ensuring the successful creation and execution of advertising strategies that contribute to clients' revenue growth.

  As a key leader within CommerceIQ, you will manage a team dedicated to orchestrating effective advertising campaigns and collaborating across functions to meet clients’ business objectives. You will play a critical role in team development, account strategy, and driving measurable success for our enterprise customers.

  This is a strategic leadership role that requires expertise in e-commerce advertising, the ability to coach and develop a team, and a focus on delivering exceptional customer outcomes.

What You'll Do:

Team Leadership & Development

• Manage and mentor a pod of Customer Success Managers and/or Directors, ensuring their professional growth and aligning their efforts with customer and company objectives.
• Foster a high-performing team culture through regular coaching, performance reviews, and skill development initiatives.
• Act as an escalation point for client challenges, guiding the team in resolving issues efficiently.

Strategic Customer Success

• Oversee your team’s management of customer relationships, ensuring the delivery of measurable results aligned with the client’s business priorities.
• Set the strategy for joint success plans in collaboration with customers and guide the team in leveraging CommerceIQ's product capabilities and the nuances of e-commerce platforms (Amazon, Walmart, etc.).
• Ensure the success of advertising budgets and campaigns across the team, driving consistent growth and KPIs for clients.

Customer Engagement & Retention

• • Maintain high-touch relationships with key stakeholders, including VP, SVP, and C-level executives at enterprise-level clients.
  • Drive customer satisfaction and retention, supporting your team in consistently showcasing the value of CommerceIQ’s platform.

What You'll Bring:

• Bachelor's degree, preferably in Business, Marketing, Communication, Economics or related field
• 8+ total years of professional work experience 
• 6+ years experience in running Enterprise level Retail Media campaigns 
• Experience managing Paid Search marketing budgets in the multi-million dollar range (specifically on Amazon, Walmart, Kroger, Instacart) at well-respected agencies for large enterprise brands
• Well versed in Bid and Budget management, content optimization, and promotion planning
• Proven Experience in working with VP, SVP, and C-level executives of enterprise-level companies
• Excellent presentation and communication skills including both oral and written

• Track record of retaining and renewing Enterprise customers in the SaaS space
• Proven ability to manage and develop a team of high-performing Customer Success Managers or Directors.
• Exceptional people management skills, with experience in driving accountability and fostering career growth.

Benefits & Perks: 

• Highly competitive pay, benefits, and early-stage stock options
• Unlimited PTO and seven paid company holidays
• Work from home benefits including flex WFH hours and home office set-up reimbursement
• Monthly cell phone, internet, and gym/fitness reimbursement
• Comprehensive health, dental, vision, and life insurance benefits
• 401K plan, FSA, and HSA programs
• Long-term and short-term disability

The typical base pay range for this role across the US is USD: $118k - $177k/per year    

This base pay range may be inclusive of several career levels at CommerceIQ and will be narrowed based on a number of factors including the candidate’s experience, qualifications, and location.  

Base salary is just one part of your total rewards package at CommerceIQ. You may also be eligible for long-term incentives, in the form of company stock options, as well as potential discretionary bonuses. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k)-retirement plan, short & long-term disability insurance, life insurance, paid parental leave, and various other perks. We have at least 10 paid company holidays in each calendar year, in addition to this we have unlimited PTO for our full-time employees.

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, disability status or any other category prohibited by applicable law.

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, disability status or any other category prohibited by applicable law.