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.