Director (Head) of Customer Success Management

13 hours, 27 minutes ago
Full-time
Executive
Customer and Technical Support
Portless

Portless

Portless is a direct fulfillment platform and third-party logistics (3PL) provider based in Shenzhen, China. It specializes in helping eCommerce brands ship orders directly from Asian manufacturing hubs to customers worldwide. By operating a 170,000 sq. ft. fulfillment center near factories, Portless significantly reduces lead times to as little as 5-6 days, offering a domestic-like experience for international shipments. The company provides a range of services, including direct fulfillment with local packaging and custom branding, and delivers to over 55 countries using domestic last-mile carriers. Portless integrates seamlessly with eCommerce platforms like Shopify and WooCommerce, and offers features such as tariff deferment guidance and high pick-and-pack accuracy. With no minimum order requirements, Portless supports brands in scaling efficiently by fulfilling actual demand post-production. The company has shipped 2.9 million packages globally and is recognized for its innovative approach to logistics, helping midmarket DTC brands expand internationally.

logistics & supply chain
11-50
$18M raised

Description

  • Hire, onboard, coach, and performance-manage CSMs and Hypercare managers.
  • Own Gross Revenue Retention, Net Revenue Retention, retention forecasting, risk reviews, and churn post-mortems.
  • Design segmented coverage models, book sizes, lifecycle motions, and Hypercare-to-CSM handoffs.
  • Lead peak-readiness planning with Operations for events such as BFCM and Chinese New Year.
  • Develop health scoring, executive business review standards, and merchant sentiment programs.
  • Own service attach-rate and expansion motions across Portless and partner solutions.
  • Establish HubSpot data standards, dashboards, forecasting processes, and AI-assisted CS operations.
  • Drive merchant escalations and cross-functional improvements with Technical Solutions, Operations, Product, Sales, and RevOps.
  • Translate merchant friction into prioritized product and operational changes.
  • Build scalable playbooks, cadences, competency models, and team operating processes.

Requirements

  • 8+ years of Customer Success or Account Management experience, including 3+ years managing CSMs or Account Managers.
  • Required experience in fulfillment, 3PL, cross-border logistics, or e-commerce operations.
  • Experience owning retention and expansion targets, including GRR, NRR, churn, and service attach rates.
  • Hands-on experience with segmented coverage models, health scoring, retention forecasting, pooled or digital CS, and outcome-based business reviews.
  • Strong understanding of SLA attainment, exception rates, carrier mix, inventory positioning, duties, and de minimis exposure.
  • Comfort with HubSpot, a BI tool such as Metabase, and spreadsheets; SQL is preferred.
  • Experience deploying AI tools for call intelligence, drafting, anomaly detection, or related CS workflows.
  • Knowledge of the Shopify ecosystem and experience with Intercom, Jira, and Gong or similar tools.
  • Fluent English with executive-level written and spoken communication skills.
  • Demonstrated ability to lead retention turnarounds or scale Customer Success teams with measurable results.

Interested in this position?

Apply directly on the company website

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