Director of Customer Success

Role Description The Director of Customer Success is a full-time, remote role responsible for leading customer success strategies and ensuring a consistent, high-quality experience for clients. This role oversees customer relationships, builds processes that drive satisfaction and retention, and develops programs that deepen engagement with the brand. Day-to-day responsibilities include managing key accounts, identifying opportunities to improve customer journeys, analyzing feedback and metrics, and coordinating with marketing, sales, and operations to resolve issues and enhance service. The Director will mentor and guide the customer success team, establish best practices, and create scalable frameworks that reflect the company’s values of care, integrity, and long-term relationship building. This role also contributes to strategic planning, helping align customer success initiatives with business goals and growth targets.

Qualifications

Demonstrated ability to drive Customer Satisfaction and Customer Experience through thoughtful, service-oriented practices. Proven track record in Customer Retention and Account Management, including handling high-value or strategic customer relationships. Strong Team Leadership skills, with experience hiring, coaching, and developing customer-facing teams. Experience designing customer success strategies, metrics, and workflows in a growth-oriented or e-commerce environment. Excellent communication, problem-solving, and conflict-resolution abilities, with a collaborative and empathetic approach. Comfort working in a remote setting, with strong organization, time management, and digital collaboration skills. Background in jewelry, luxury goods, retail, or mission-driven brands is beneficial but not required. Bachelor’s degree in business, communications, or a related field, or equivalent practical experience in customer success leadership.