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Leads the Customer Success Management organization for a global 3PL, owning merchant retention, expansion, forecasting, onboarding, lifecycle coverage, health scoring, executive escalations, and peak readiness. Builds and coaches CSM and hypercare teams, establishes scalable playbooks and operating cadences, drives services-led growth, and partners cross-functionally with Operations, Product, Sales, Technical Solutions, and RevOps. Owns GRR, NRR, churn reduction, customer sentiment, and HubSpot data quality.

Own a portfolio of merchants across adoption, value realization, expansion, and renewal. Lead success plans, monitor operational KPIs, conduct business reviews, identify upsell opportunities, mitigate churn risk, manage escalations, and advocate for customers across Operations, Product, and Engineering. The role requires fulfillment or e-commerce expertise, analytical ability, executive communication, and experience driving customer growth and retention outcomes.

Own the end-to-end compliance product for cross-border commerce, from merchant catalog data through cleared shipment. Define the build-versus-buy-partner strategy, improve classification and data quality, reduce manual operational work, create merchant-facing compliance workflows, and manage partner integrations. Success includes quantifying risks, establishing a roadmap, improving data quality, enabling merchant self-service, and making compliance a commercial differentiator.

Build outbound pipeline by prospecting and qualifying DTC ecommerce brands via multi-channel outreach. Research accounts, book qualified meetings, partner with AEs on account strategy, maintain HubSpot CRM hygiene, and iterate on messaging to meet monthly pipeline targets.

The AI Engineer will design, develop, and deploy AI-powered systems, improve operations with intelligent workflows, and collaborate on high-leverage AI opportunities.