Customer Success Director, CommerceIQ
$142-213k
Machine learning and automation platform
Open for applications
Machine learning and automation platform
501-1000 employees
Open for applications
$142-213k
501-1000 employees
Company mission
CommerceIQ's mission is to empower brands to move from analog to algorithms.
Role
Who you are
- The ideal candidate will be passionate about customer success, demonstrate commercial acumen, and possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes
- Engineering/Economics degrees are a plus. MBA is highly preferred
- Customer-facing experience at a top-tier consulting firm within the Consumer Goods / Retail vertical
- Extensive experience in customer success, account management, or a related field within the software/SaaS/Analytics industry
- Knowledge of the CPG and e-commerce sectors, with a proven track record of success in these industries
- Strong strategic thinking and problem-solving skills, with the ability to translate customer needs into actionable strategies
- Excellent communication and interpersonal skills, with experience engaging and influencing senior-level executives
- Demonstrated commercial acumen with experience in contract negotiation, upselling, and renewals
- Proven leadership skills with the ability to inspire and coordinate cross-functional teams
- Data-driven mindset with experience using metrics to inform decision-making and drive customer success
- Willingness to travel and engage directly with customers, or to hire and manage a team in our hubs
What the job involves
- The Customer Success Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention
- Move beyond surface-level issues to understand customers’ core business needs and desired outcomes
- Identify opportunities to enhance customer success by defining and executing tailored strategies
- Build and maintain multi-threaded relationships with key stakeholders, including VP-level executives
- Present and advocate for the right product-solution fit, constructively challenging customers when necessary to align with optimal outcomes
- Develop value propositions that resonate with customers and drive business results
- Negotiate contract terms, manage upsell and cross-sell opportunities, and independently close renewals
- Manage dispute and SLA outcomes
- Collaborate with sales account executives to align on customer goals and expand account value
- Coordinate cross-functional teams to deliver on customer outcomes without direct authority, ensuring seamless execution and high customer satisfaction
- Mentor and guide team members, fostering a culture of customer obsession, deep diving into challenges, and winning as a team
- Regularly review customer sentiment and satisfaction using data and metrics
- Implement strategies to continuously improve customer engagement, satisfaction, and retention
- Serve as a thought leader in the CPG and e-commerce sectors, providing insights and guidance to both internal teams and customers
- Stay informed about industry trends, competitive landscape, and emerging technologies to drive innovation and customer success
Our take
CommerceIQ is an omnichannel eCommerce management platform that leverages machine learning, analytics and automation to increase user sales. By deriving and aggregating in-depth insights from sales, marketing, and competitor intelligence data, its software then generates recommendations and automates actions to fuel growth.
Having started out primarily on Amazon where it’s now an Advertising Partner - partially due to CEO Guru Hariharan’s previous with the online retail giant - the company has since expanded to cover Instacart, Target and Walmart, and has recorded exponential growth in recent years, with both revenue and customers doubling in 2021. Kellogg’s, Nestle, Colgate and Whirlpool are all customers, a fact which would have contributed to a recent investment boost.
Not long ago, CommerceIQ joined the unicorn club and is investing its 2022 capital into accelerating the development of its unified retail eCommerce management platform. With the worldwide eCommerce growth expected to hit $7.4 trillion by 2025, and the company’s position as an aid for legacy companies rather than a disruptor, further success looks increasingly likely.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 4 rounds)
Mar 2022
$115m
SERIES D
Jun 2021
$60m
SERIES C
Total funding: $195.5m
Company benefits
- Learning & Development - Growth is important. That’s why we provide a dedicated learning budget to support your growth and development
- Competitive Pay - Come join our team and you’ll receive a generous benefit package that takes care of your family and you, including Medical, Vision, and Dental insurance, a 401K and more
- Equity - At CommerceIQ, you’ll have skin in the game with our equity awards. When we win, you win
- Unlimited PTO - We believe in creating an environment that helps you be your absolute best, whether it means taking a break to climb Mt. Rainier or pampering yourself on a cruise
- Work/Life Balance - Every last Friday of the month is off! We know there is a time to work and there is a time to leave work behind. At CommerceIQ, we offer flexible hours
Company values
- Customer Obsession - We delight in bringing value to our customers, helping them transform and focus on what matters most – even if that means challenging them in order to arrive at the best outcome
- Take Ownership & Deliver Results - We do not get stuck in analysis paralysis. We make decisions quickly even with imperfect data. We move fast to capture the advantage of truly unique ideas and test, learn, fail fast, and innovate
- Dive Deep - We operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdotes differ. No task is beneath us
- Curiosity & Self Learning - We demonstrate a passion for learning and always seek to improve ourselves. We are curious about new possibilities and act to explore them
- Win as a Team - We are building a long-term company and how we work and play together matters. Teams that have fun together and trust each-other make each other stronger, and are capable of persevering through hard times
- Take Ownership and Deliver Results - We hire owners and we trust them to make the best decisions on behalf of our customers and the company. Owners do not need permission prior to taking action, but also know when to ask for help. Owners own successes and failures
Company HQ
Mountain View, CA
Articles
Leadership
Guru Hariharan
(CEO)Started out as a Researcher at IBM. Was Manager of Amazon Seller Services and Director and GM of Global Marketplace Experience at eBay.
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