Customer Success Director - London

CommerceIQ's AI-powered digital commerce platform helps brands optimize the digital shelf and drive incremental sales across global marketplaces. Our end-to-end platform supports 2,200+ brands with supply chain, marketing, and sales operations across 50+ countries.

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, and 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 lead cross-functional teams in delivering exceptional customer outcomes.

The role reports to our VP of Customer Success and will be hybrid out of our London, England office.

This is a pipelining requisition due to anticipated business needs. We are not yet actively scheduling interviews for this role. However, please apply if you are interested and we will shortlist applicants from this posting when interviews begin.

What You'll Do

• Account Ownership: Own CIQ account strategy and account management meeting cadence; ensure we drive value and grow CIQ's strategic engagement with the customer.
• Strategic Problem Solving: Move beyond surface-level issues to understand customers' core business needs and desired outcomes; identify opportunities to enhance customer success processes.
• Executive Management: Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives; develop value propositions and, when appropriate, negotiate terms to drive business results and renewals.
• Dispute and SLA Management: Manage disputes and SLA outcomes; collaborate with sales account executives to align on goals and expansion opportunities.
• Cross-functional Leadership: Coordinate cross-functional teams to deliver outcomes without direct authority, ensuring seamless execution and high customer satisfaction; advocate for customers and drive collaboration.
• Health Reviews and Strategy: Conduct regular, data-driven reviews of customer health; implement strategies to scale value, engagement, satisfaction, and retention; stay focused on product-enabled outcomes.
• Thought Leadership: Serve as a thought partner, provide insights to internal teams and customers; keep up with industry trends to drive innovation in customer success.

What You'll Bring

• Extensive experience in customer success, account management, or related fields within e-commerce, software/SaaS, or analytics.
• Experience with Amazon, a leading consulting firm in the Consumer Goods/Retail vertical, or a SaaS retailer space provider preferred.
• Engineering/Economics degrees are a plus; MBA preferred.
• Knowledge of the CPG and e-commerce sectors with a proven track record of success.
• Strong strategic thinking and problem-solving skills; ability to translate customer needs into actionable strategies.
• Excellent communication and interpersonal skills; experience engaging and influencing senior-level executives.
• Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals; proven leadership to coordinate cross-functional teams.
• Data-driven mindset with experience using metrics to inform decisions; willingness to travel and engage with customers.

Compensation and Benefits

The typical base pay range for this role is GBP £84,000 - £104,000 per year. This range may reflect multiple career levels and will be narrowed based on experience, qualifications, and location.

Base salary is part of a broader rewards package, which may include long-term incentives (stock options) and discretionary bonuses. Benefits include:

• Comprehensive private medical insurance
• Life insurance with a cash element
• Monthly reimbursements for gym, phone, and internet
• Public holidays off, quarterly Global Recharge Fridays, and additional holidays

Check out our LinkedIn page to learn more about working at CommerceIQ.

We are an equal opportunity employer and value diversity. 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.