Customer Success Associate analyzing vehicle reimbursement programs for Cardata. Preparing reports, audits, and insights that support customer reviews, renewals, and expansions.
About the role
- Director of Customer Success leading merchant retention, expansion, and CSM teams for Portless, a global 3PL provider. Building scalable lifecycle, forecasting, and fulfillment-success systems.
Responsibilities
- Own the post-launch merchant relationship for every Portless merchant and lead the Customer Success Management team
- Lead customer success motions across onboarding and lifecycle teams
- Own Gross Revenue Retention and Net Revenue Retention for the merchant base
- Set coverage models, playbooks, cadences, and segmented engagement across Enterprise, Strategic, and Growth accounts
- Hire, onboard, coach, and develop CSMs and Hypercare managers
- Set book-of-business capacity and revenue coverage; rebalance books quarterly
- Define performance scorecards and manage team performance
- Publish monthly retention forecasts with at-risk accounts, dollar exposure, and save plans
- Run weekly at-risk reviews and lead churn post-mortems
- Serve as senior escalation point for Enterprise and Strategic merchants
- Own Hypercare-to-CSM handoffs and graduation standards
- Lead merchant-facing peak planning with Operations for BFCM and Chinese New Year
- Design merchant health scoring and use leading indicators to trigger interventions
- Set standards for MBRs, QBRs, and EBRs focused on measurable merchant outcomes
- Own the merchant sentiment program, including risk scoring, Customer Effort Score, and decision-maker NPS
- Own service attach-rate targets and expansion playbooks for Portless and partner solutions
- Coach CSMs on services-led discovery, ROI cases, and commercial rigor
- Partner with Sales and Operations on expansion, win-back, and share-of-wallet growth
- Enforce HubSpot data standards as the system of record
- Deploy AI tooling to reduce CSM toil and establish human-review quality standards
- Convert merchant friction into prioritized Product and Operations feedback
- Partner cross-functionally with Technical Solutions, Operations, Product, Sales, RevOps, Engineering, and fulfillment centers
- Deliver retention, growth, lifecycle, sentiment, and team success metrics
Requirements
- Fluent in English with executive-level written and spoken communication
- 8+ years in Customer Success or Account Management
- 3+ years directly managing CSMs or Account Managers with ownership of retention and expansion targets
- Fulfillment, 3PL, cross-border logistics, or e-commerce operations experience required
- Understanding of SLA attainment, exception rates, carrier mix, inventory positioning, duties and de minimis exposure, and 3PL churn drivers
- Experience designing segmented coverage models, leading-indicator health scores, retention forecasting, digital and pooled CS motions, and outcome-based business reviews
- Track record of services-led expansion, attach-rate management, and forecasting NRR alongside GRR
- Comfortable with HubSpot, a BI tool such as Metabase, and spreadsheets; SQL is a strong plus
- Experience deploying AI tooling in a CS team and defining appropriate guardrails
- Shopify ecosystem knowledge
- Experience with Intercom, Jira, and Gong or similar call-intelligence tools
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