Customer Success Director - U.S. East Coast

📋 Description

• • Own the end-to-end customer journey for a portfolio of Fortune-500 CPG brands on the U.S. East Coast, acting as the single-threaded executive sponsor who translates CommerceIQ’s retail-ecommerce platform into measurable revenue growth, margin expansion, and share-of-shelf gains for each client.
• • Build and execute multi-year success plans that align platform capabilities with customers’ strategic priorities—ranging from SKU rationalization and 1P/3P hybrid strategies to Amazon DSP incrementality and Walmart Connect performance—ensuring every quarterly business review (QBR) showcases quantifiable ROI and a clear roadmap for the next 90 days.
• • Establish trusted-advisor relationships with VP- and C-level stakeholders at global CPGs, regularly engaging with Chief Sales Officers, Heads of eCommerce, and Category GMs to surface insights, co-create go-to-market plays, and secure executive buy-in for new use-cases and upsell opportunities.
• • Lead a distributed team of Customer Success Managers, Solutions Architects, and Data Analysts; set OKRs, coach on consultative selling techniques, and institutionalize best-practice playbooks so that every team member can independently run high-impact business reviews and expansion workshops.
• • Partner closely with Product, Engineering, and Data Science to translate customer feedback into a prioritized feature backlog, championing East-Coast market requirements such as regional retailer APIs, Instacart Ads automation, and emerging retail-media networks like Target Roundel and Kroger Precision Marketing.
• • Monitor platform adoption metrics, health scores, and NPS in real time; intervene early with data-driven escalation plans when risk indicators spike, and orchestrate cross-functional SWAT teams to resolve technical blockers, data discrepancies, or strategic misalignments within 48 hours.
• • Drive commercial expansion by identifying whitespace in customers’ retail media budgets, forecasting incremental ARR, and negotiating renewals and multi-year contracts that grow net-revenue retention (NRR) above 125% while protecting gross-margin targets.
• • Represent CommerceIQ at industry events including NRF, Groceryshop, and Path to Purchase Live, delivering keynote sessions and case studies that position the company as the definitive thought leader in algorithmic retail commerce and retail-media optimization.
• • Institutionalize a culture of customer advocacy by creating executive advisory boards, user-group forums, and peer-to-peer councils that amplify success stories, accelerate reference selling, and generate a pipeline of qualified upsell leads worth >$5 M annually.
• • Leverage deep knowledge of syndicated data (IRI, Nielsen), retail POS, and first-party shopper insights to craft compelling narratives that demonstrate how CommerceIQ’s machine-learning engine outperforms manual bidding and rule-based campaign management by double-digit percentages in ROAS and incremental sales.
• • Own quarterly forecasting for your region, partnering with Sales Ops to model churn risk, expansion pipeline, and services attach rates, ensuring predictable revenue delivery and accurate board reporting.
• • Champion diversity, equity, and inclusion within the CS organization by mentoring high-potential talent, sponsoring employee-resource groups, and embedding inclusive practices into hiring, onboarding, and performance-management processes.