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Director of Customer Success at Activate Talent. FULL TIME. . REMOTE. MIAMI, FL. Position: Director of Customer Success. Working Hours: M-F. . 🌎 Work from any corner of the world and be a part of the #remoteworkrevolution!‼️. About the Company. We are a fast-growing e-commerce brand redefining customer success by making loyalty and retention the core drivers of growth. Our mission is to transform first-time buyers into lifelong brand advocates through a seamless, empathetic, and customer-centric experience.. Scope of the Role. We are seeking a . strategic and empathetic Director of Customer Success. to build and lead a new function that will become the heartbeat of our company. This foundational role requires a hands-on builder who knows that in modern e-commerce, customer retention, loyalty, and lifetime value (LTV) are the ultimate growth levers.. You will design and implement the post-purchase journey, architect programs that drive loyalty, and lead a team that ensures every customer interaction strengthens brand trust and long-term growth.. Duties and Responsibilities. . . Develop the Strategy:. Define and implement the overall customer success strategy, establishing milestones throughout the e-commerce lifecycle. . . . Build for Scale:. Design scalable processes, systems, and programs for onboarding, proactive support, engagement, and feedback. . . . Own the Metrics:. Monitor and report on LTV, NRR, CSAT, NPS, and repeat purchase rate. . . . Drive Retention & Loyalty:. Launch and manage loyalty programs, subscriptions, and win-back campaigns to reduce churn. . . . Voice of the Customer:. Act as the central hub for feedback, driving improvements across Product, Marketing, and Merchandising. . . . Team Leadership:. Hire, mentor, and inspire a high-performing CS team. . . . Cross-Functional Partnership:. Work closely with Growth leadership to align retention and acquisition strategies into one seamless journey. . . . 6+ years in . customer success or customer experience leadership. , with proven success scaling CS functions. . . Direct . e-commerce or DTC experience. is required. . . Deep knowledge of . customer lifecycles, key metrics (LTV, CAC, NRR, Churn), and e-commerce tech stacks. (CRM, helpdesk, loyalty platforms). . . Strong record of improving retention, loyalty, and lifetime value through data-driven strategies. . . Exceptional leadership in hiring, coaching, and building teams. . . Data-driven mindset, able to translate insights into actionable business strategies. . . Excellent communication and interpersonal skills, capable of influencing leaders and presenting to executives. . . Bachelor’s degree in Business, Marketing, Communications, or related field.. . Company Location: United States.