Customer Success Director, CommerceIQ
£84-104k
Plus 15%-20% variable, along with an equity package
More information about location
Machine learning and automation platform
Open for applications
Machine learning and automation platform
501-1000 employees
Open for applications
£84-104k
Plus 15%-20% variable, along with an equity package
More information about location
501-1000 employees
Company mission
CommerceIQ's mission is to empower brands to move from analog to algorithms.
Role
Who you are
- This role requires a deep understanding of the Retail and CPG industries, exceptional project management skills, as well as 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 possess the expertise to lead cross-functional teams in delivering exceptional customer outcomes
- 8+ years’ experience in consulting, account management, customer success, or a related field within analytics, SaaS, or e-commerce
- Experience at a top consulting or analytics firm, or within a leading CPG, Retail, Amazon, or SaaS organization serving those sectors
- Strong understanding of the CPG and e-commerce landscape, with proven ability to deliver measurable business impact
- Exceptional strategic and analytical problem-solving skills; adept at translating insights into actionable plans
- Executive presence with outstanding communication, influencing, and relationship-building skills
- Demonstrated commercial acumen with a record of successful renewals, upsells, and contract negotiations
- Proven leadership and collaboration skills, able to motivate and align cross-functional teams toward shared goals
- Data-driven decision-making mindset; adept at interpreting metrics to drive continuous improvement
- High bias for action, entrepreneurial energy, and comfort operating in ambiguity
- Bachelor’s degree in Engineering, Economics, or a related field; MBA preferred
- Willingness to travel and engage directly with customers
What the job involves
- The Customer Success Director at CommerceIQ will be a strategic leader responsible for driving customer satisfaction, adoption and retention
- The role reports to our VP of Customer Success. While you will be remote, this role requires regular time in person with customers
- Own the overall CIQ account strategy, planning, and executive engagement cadence
- Deepen CIQ’s strategic partnership with customers through business reviews and use-case workshops that tie product capabilities to measurable business outcomes
- Track value realization on your accounts and proactively identify new opportunities to expand engagement and impact
- Go beyond surface-level issues to uncover customers’ root business challenges and desired outcomes
- Translate complex needs into clear, actionable solutions and scalable frameworks
- Identify and lead internal initiatives to continuously improve customer success processes
- Build and maintain multi-threaded, VP+ relationships across customer organizations
- Engage as a trusted advisor, constructively challenging customers when necessary to align with optimal outcomes
- Lead executive-level business reviews and long-term strategic planning sessions
- Develop compelling value propositions that demonstrate clear ROI and business impact
- Independently lead renewals and negotiate contract terms, while identifying upsell and cross-sell opportunities
- Collaborate with sales account executives to align on customer goals and expansion opportunities
- Manage escalations and SLAs to preserve long-term customer trust
- Leverage analytical acumen to identify performance trends, uncover root causes, and recommend platform-driven solutions
- Use analytical frameworks to validate hypotheses, quantify ROI, and monitor account health
- Collaborate with product and data science teams to surface insights that influence roadmap prioritization and customer automation opportunities
- Champion usage within the customer base guiding teams on how to operationalize insights from CIQ’s AI-driven analytics
- Orchestrate cross-functional teams to deliver customer outcomes with excellence, even without direct authority
- Champion the customer’s voice internally, driving accountability and collaboration across functions
- Foster a culture where we win as a team, balancing empathy, clarity, and a results-oriented mindset
- Use data-driven insights to assess customer health, identify risk, and drive proactive engagement
- Implement scalable success plans that increase satisfaction, adoption, and retention
- Maintain a strong focus on product-enabled outcomes and quantifiable value creation
- Conduct regular and data-driven reviews of customer health
- Serve as a thought partner to customers, provide insights and guidance to both internal teams and customers
- Stay ahead of industry trends, competitive moves, and emerging technologies to anticipate customer needs and guide innovation
Salary benchmarks
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
43% employee growth in 12 months
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 HQ
Mountain View, CA
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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