Director – Customer Success Management

Portless

. Own the post-launch merchant relationship for every Portless merchant and lead the Customer Success Management team .

Posted 9/15/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Customer Success Management, focusing on Gross Revenue Retention and Net Revenue Retention while leading teams to achieve measurable merchant outcomes. Proficient in designing coverage models, deploying AI tooling, and utilizing data-driven insights to enhance customer relationships and drive expansion.

Highest-signal resume keywords

Customer Success ManagementGross Revenue RetentionNet Revenue RetentionHubSpot ProficiencyE-Commerce Operations Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention ForecastingSegmented Coverage ModelsHealth Scoring DesignServices-Led ExpansionAttach-Rate ManagementSLA AttainmentSQLDigital Customer Success MotionsOutcome-Based Business ReviewsChurn Management

Soft Skills

Executive-Level CommunicationCoaching and DevelopmentCross-Functional CollaborationProblem-SolvingLeadership

Tools & Technologies

HubSpotMetabaseIntercomJiraGong

Industry Keywords

3PLCross-Border LogisticsE-CommerceMerchant Relationship ManagementCustomer Effort Score

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

Fluent in English with executive-level written and spoken communication
8+ years in Customer Success or Account Management
3+ years directly managing CSMs or Account Managers with ownership of retention and expansion targets
Fulfillment, 3PL, cross-border logistics, or e-commerce operations experience required
Understanding of SLA attainment, exception rates, carrier mix, inventory positioning, duties and de minimis exposure, and 3PL churn drivers
Experience designing segmented coverage models, leading-indicator health scores, retention forecasting, digital and pooled CS motions, and outcome-based business reviews
Track record of services-led expansion, attach-rate management, and forecasting NRR alongside GRR
Comfortable with HubSpot, a BI tool such as Metabase, and spreadsheets; SQL is a strong plus
Experience deploying AI tooling in a CS team and defining appropriate guardrails
Shopify ecosystem knowledge
Experience with Intercom, Jira, and Gong or similar call-intelligence tools

Benefits

Comp & perks

🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account Portless Website LinkedIn All Job Openings 11 - 50 employees 🛍️ eCommerce 📦 Logistics 💳 Fintech eCommerce
Logistics
Fintech Portless is a logistics and fulfillment platform that specializes in direct-to-consumer (DTC) e-commerce shipping, allowing businesses to fulfill orders directly from China to their customers' doorsteps. By streamlining shipping processes and reducing costs, Portless improves margins and cash flow for its clients, enabling them to respond efficiently to actual customer demand. The company also offers integrations with popular e-commerce platforms, making international shipping seamless and effective. Director – Customer Success Management 🔥 17 minutes ago 🌐 United States, Canada – Remote ⏰ Full Time 🔴 Lead 🏆 Customer Success 👻 Ghost score 12% Apply Now Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
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 🎯 Requirements
Fluent in English with executive-level written and spoken communication
8+ years in Customer Success or Account Management
3+ years directly managing CSMs or Account Managers with ownership of retention and expansion targets
Fulfillment, 3PL, cross-border logistics, or e-commerce operations experience required
Understanding of SLA attainment, exception rates, carrier mix, inventory positioning, duties and de minimis exposure, and 3PL churn drivers
Experience designing segmented coverage models, leading-indicator health scores, retention forecasting, digital and pooled CS motions, and outcome-based business reviews
Track record of services-led expansion, attach-rate management, and forecasting NRR alongside GRR
Comfortable with HubSpot, a BI tool such as Metabase, and spreadsheets; SQL is a strong plus
Experience deploying AI tooling in a CS team and defining appropriate guardrails
Shopify ecosystem knowledge
Experience with Intercom, Jira, and Gong or similar call-intelligence tools Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score Similar Jobs Customer Success Director, Captives 🔥 2 hours ago Accelerant 201 - 500 🛡️ Insurance ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Customer Success Director managing captive insurance relationships and reinsurance operations. Accelerant connects specialty insurance underwriters with risk capital providers. 🇺🇸 United States – Remote 💵 $120k - $175k / year 💰 $150M Private Equity Round - Accelerant on 2023-06 ⏰ Full Time 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Head of Customer Success 🔥 6 hours ago EULER 11 - 50 ☁️ SaaS 🤝 B2B 🤖 Artificial Intelligence Website LinkedIn All Job Openings Director of Customer Success leading retention, expansion, and adoption at EULER, an AI-native PRM for partnership teams. Building the Customer Success playbook and team. 🇺🇸 United States – Remote 💰 $600k Pre seed on 2023-02 ⏰ Full Time 🔴 Lead 🏆 Customer Success Customer Success Manager 🔥 8 hours ago Johnson Controls 10,000+ employees 🏗️ Construction 🏥 Healthcare 📦 Logistics Website LinkedIn All Job Openings Customer Success Manager driving adoption, value realization, and retention for Johnson Controls OpenBlue building technology customers. Advising enterprise stakeholders and supporting renewals and expansion. 🇺🇸 United States – Remote 💵 $90k - $135k / year ⏰ Full Time 🟠 Senior 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor Customer Success Partner – Staffing Vertical 🔥 10 hours ago First Advantage 5001 - 10000 👥 HR Tech ☁️ SaaS 🤝 B2B Website LinkedIn All Job Openings Customer Success Partner growing strategic staffing-sector accounts for First Advantage, a provider of background screening solutions. Driving revenue, renewals, client satisfaction, and enterprise solution adoption. 🇺🇸 United States – Remote 💵 $75k - $90k / year ⏰ Full Time 🔴 Lead 🏆 Customer Success Strategic Client Success Manager, Legal 🔥 11 hours ago Intapp 1001 - 5000 💼 Consulting ⚖️ Legal ☁️ SaaS Website LinkedIn All Job Openings Strategic Client Success Manager driving adoption and measurable value for Intapp’s legal technology platform. Managing enterprise law-firm relationships, success plans, and executive stakeholder engagement across the U.S. 🇺🇸 United States – Remote 💰 Private Equity Round on 2017-04 ⏰ Full Time 🟠 Senior 🔴 Lead 🏆 Customer Success 🦅 H1B Visa Sponsor View More Customer Success Jobs 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Remote jobs Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources About us Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Is Remote Rocketship legit? Privacy policy Terms of service Job board SEO course Remote Job Search MasterClass Resume Review AI Apply Copilot OpenClaw job finder API docs Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs