Director of Customer Success

FULL TIME REMOTE MIAMI, FL Position: Director of Customer Success Working Hours: M-F 🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️ About the Company We are a fast-growing e-commerce brand redefining customer success by making loyalty and retention the core drivers of growth. Our mission is to transform first-time buyers into lifelong brand advocates through a seamless, empathetic, and customer-centric experience. Scope of the Role We are seeking a strategic and empathetic Director of Customer Success to build and lead a new function that will become the heartbeat of our company. This foundational role requires a hands-on builder who knows that in modern e-commerce, customer retention, loyalty, and lifetime value (LTV) are the ultimate growth levers. You will design and implement the post-purchase journey, architect programs that drive loyalty, and lead a team that ensures every customer interaction strengthens brand trust and long-term growth. Duties and Responsibilities Develop the Strategy: Define and implement the overall customer success strategy, establishing milestones throughout the e-commerce lifecycle. Build for Scale: Design scalable processes, systems, and programs for onboarding, proactive support, engagement, and feedback. Own the Metrics: Monitor and report on LTV, NRR, CSAT, NPS, and repeat purchase rate. Drive Retention & Loyalty: Launch and manage loyalty programs, subscriptions, and win-back campaigns to reduce churn. Voice of the Customer: Act as the central hub for feedback, driving improvements across Product, Marketing, and Merchandising. Team Leadership: Hire, mentor, and inspire a high-performing CS team. Cross-Functional Partnership: Work closely with Growth leadership to align retention and acquisition strategies into one seamless journey. Requirements 6+ years in customer success or customer experience leadership, with proven success scaling CS functions. Direct e-commerce or DTC experience is required. Deep knowledge of customer lifecycles, key metrics (LTV, CAC, NRR, Churn), and e-commerce tech stacks (CRM, helpdesk, loyalty platforms). Strong record of improving retention, loyalty, and lifetime value through data-driven strategies. Exceptional leadership in hiring, coaching, and building teams. Data-driven mindset, able to translate insights into actionable business strategies. Excellent communication and interpersonal skills, capable of influencing leaders and presenting to executives. Bachelor’s degree in Business, Marketing, Communications, or related field.