Portless

Sales

• Lead the team of seven new business Account Executives responsible for winning new logos
• Recruit and retain sales talent as the team scales
• Build a high-performance, low-ego sales culture
• Coach Account Executives through call reviews, deal reviews, and 1:1s using the “One Thing” coaching philosophy
• Support high-potential deals by joining calls, shaping strategy, engaging senior stakeholders, and helping close business
• Own the team number through accurate forecasting, leading-indicator tracking, and early pipeline diagnosis
• Run deal cycles across Asia, Europe, Australia, and APAC
• Develop and refine Portless’s new-business sales playbook
• Partner with BDRs, Marketing, Onboarding, Client Success, and RevOps
• Maintain CRM discipline, accurate deal stages, forecasting, and activity logging in HubSpot
• Hire, retain, and develop the new business team

Director, New Business Sales

Customer Success Manager

• Own a portfolio of merchants and drive the full customer success lifecycle: adoption, value realization, expansion, and renewal.
• Ensure merchants reach operational go-live and early stability through success plans.
• Drive adoption of Portless platform capabilities based on merchant objectives.
• Define account success through measurable metrics for speed, cost, and delivery experience.
• Monitor volume trends and exception rates to proactively prevent issues.
• Lead monthly and quarterly business reviews to demonstrate value and align priorities.
• Identify opportunities for value-added services such as order protection and inventory financing.
• Conduct discovery and build ROI-focused business cases.
• Contribute to internal playbooks for service-led growth.
• Identify churn risks, create mitigation plans, and support renewal forecasting.
• Manage complex escalations, root-cause analysis, and corrective actions.
• Represent merchant needs across Operations, Product, and Engineering.
• Provide structured product feedback to influence the roadmap.

• 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

Director, New Business Sales

Customer Success Manager

Director – Customer Success Management