Customer Success Director

The Role:

The Customer Success Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention. This role requires a deep understanding of the Retail and CPG industries, exceptional project management skills, as well as  the ability to manage complex customer relationships at the executive level. The ideal candidate will be passionate about customer success, demonstrate strong commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes.

The role reports to our VP of Customer Success. While you will be remote, this role requires regular time in person with customers.

What You'll Do:

• Account Ownership: 

  • Own the overall CIQ account strategy, planning, and executive engagement cadence.

  • Deepen CIQ’s strategic partnership with customers through business reviews and use-case workshops that tie product capabilities to measurable business outcomes.

  • Track value realization on your accounts and proactively identify new opportunities to expand engagement and impact.

• Strategic Problem Solving:

  • Go beyond surface-level issues to uncover customers’ root business challenges and desired outcomes.

  • Translate complex needs into clear, actionable solutions and scalable frameworks.

  • Identify and lead internal initiatives to continuously improve customer success processes.

• Executive Management:

  • Build and maintain multi-threaded, VP+ relationships across customer organizations.

  • Engage as a trusted advisor, constructively challenging customers when necessary to align with optimal outcomes.

  • Lead executive-level business reviews and long-term strategic planning sessions.

• Commercial negotiations:

  • Develop compelling value propositions that demonstrate clear ROI and business impact.

  • Independently lead renewals and negotiate contract terms, while identifying upsell and cross-sell opportunities.

  • Collaborate with sales account executives to align on customer goals and expansion opportunities

  • Manage escalations and SLAs to preserve long-term customer trust.

• Analytical & Technical Depth

  • Leverage analytical acumen to identify performance trends, uncover root causes, and recommend platform-driven solutions.

  • Use analytical frameworks to validate hypotheses, quantify ROI, and monitor account health.

  • Collaborate with product and data science teams to surface insights that influence roadmap prioritization and customer automation opportunities.

  • Champion usage within the customer base guiding teams on how to operationalize insights from CIQ’s AI-driven analytics.

• Cross functional Leadership:

  • Orchestrate cross-functional teams to deliver customer outcomes with excellence, even without direct authority.

  • Champion the customer’s voice internally, driving accountability and collaboration across functions.

  • Foster a culture where we win as a team, balancing empathy, clarity, and a results-oriented mindset.

• Metrics-Driven Account Management:

  • Use data-driven insights to assess customer health, identify risk, and drive proactive engagement.

  • Implement scalable success plans that increase satisfaction, adoption, and retention.

  • Maintain a strong focus on product-enabled outcomes and quantifiable value creation.

  • Conduct regular and data-driven reviews of customer health.

• Thought leadership:

  • Serve as a thought partner to customers,  provide insights and guidance to both internal teams and customers.

  • Stay ahead of industry trends, competitive moves, and emerging technologies to anticipate customer needs and guide innovation.

What You'll Bring:

• 8+ years’ experience in consulting, account management, customer success, or a related field within analytics, SaaS, or e-commerce.

• Experience at a top consulting or analytics firm, or within a leading CPG, Retail, Amazon, or SaaS organization serving those sectors.

• Strong understanding of the CPG and e-commerce landscape, with proven ability to deliver measurable business impact.

• Exceptional strategic and analytical problem-solving skills; adept at translating insights into actionable plans.

• Executive presence with outstanding communication, influencing, and relationship-building skills.

• Demonstrated commercial acumen with a record of successful renewals, upsells, and contract negotiations.

• Proven leadership and collaboration skills, able to motivate and align cross-functional teams toward shared goals.

• Data-driven decision-making mindset; adept at interpreting metrics to drive continuous improvement.

• High bias for action, entrepreneurial energy, and comfort operating in ambiguity.

• Bachelor’s degree in Engineering, Economics, or a related field; MBA preferred.

• Willingness to travel and engage directly with customers.

Benefits & Perks: 

The typical base pay range for this role in the London, UK area is: £84,000 - £104,000/per year. In addition, there is a 15%-20% variable, along with an equity package.

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 private medical insurance through Axa 

• Life insurance with a cash element

• An enhanced pension plan

• Monthly reimbursements for gym, phone, and internet

• Public holidays off and a further 25 working days' holidays

Check out our LinkedIn page to learn more about what it’s like to work at CommerceIQ! 

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.