VP of Customer Experience

Are you passionate about driving customer success, building strong relationships, and delivering impactful experiences for merchants?

We’re seeking a VP of Customer Experience to lead our mission of empowering eCommerce merchants to achieve their goals, all while managing a talented team and leveraging cutting-edge technology to create exceptional outcomes.

Key Responsibilities

• Team Leadership & Development: Manage, mentor, and grow a team of Customer Success Managers, fostering collaboration and a high-performance culture.
• Customer Advocacy: Build and maintain strong relationships with eCommerce merchants, ensuring their needs are met, and identifying opportunities for growth and retention.
• Hands-On Contribution: Take an active role in solving complex customer challenges, including technical troubleshooting and platform optimization.
• Technical Expertise: Support customers with hands-on capabilities in HTML, CSS, and JavaScript, ensuring smooth integrations and customizations.
• Support Team Management: Oversee the Support team to ensure timely and effective resolution of customer issues, maintaining high satisfaction rates.
• CRM Management: Utilize tools like Salesforce or HubSpot to monitor customer health, create workflows, and report on key success metrics.
• Cross-Functional Collaboration: Work closely with Product, Sales, and R&D teams to ensure alignment in customer initiatives.
• Process Improvement: Develop scalable processes to streamline onboarding, engagement, and retention for eCommerce merchants.

Qualifications

• Proven leadership experience managing at least 3 employees in a customer success/experience role of a B2B SASS company.
• Experience working with eCommerce merchants, understanding their unique challenges and opportunities.
• Hands-on technical expertise in HTML, CSS, and JavaScript, with the ability to troubleshoot and guide customers on customizations.
• Expertise with CRM platforms such as Salesforce or HubSpot.
• Demonstrated success in driving customer satisfaction, retention, and upselling opportunities.
• Strong problem-solving skills and the ability to translate technical requirements into actionable solutions.
• Exceptional interpersonal and communication skills with a customer-first mindset
• Native-level English skills required

Join us in creating exceptional experiences for eCommerce merchants while driving growth and innovation!