Head of Customer Success at Boomerang Commerce
Seattle, WA, US

Are you ready for a career-defining opportunity?

E-commerce is a multi-billion dollar industry and Amazon is its undisputed leader. Boomerang Commerce is going after a $2B slice of the industry powering sales and marketing for brands selling on Amazon. In just a year after entering this space, the company has achieved a perfect trifecta of successes - more than 200 household brands utilize our platform to succeed on Amazon, organic revenues and funding from leading VCs, and proven machine learning and data science technology that is used by 7 of the top 20 consumer brands and 12 of the top 20 retailers. 2019 is the year to scale our success and here’s where you come in. If you want to bet your career on one company (other than Amazon) in the e-commerce industry, it is Boomerang Commerce.

We understand that A+ players don’t come easy and that’s why hiring the best and grooming them is the topmost value that we stand for. We are widely covered in top-tier media like CNBCWall Street JournalThe Atlantic, and Bloomberg. For more see http://www.boomerangcommerce.com/resources/.

Here is what our employees are saying about working at Boomerang Commerce on our YouTube Channel


As the Head of Customer Success, you will own:

  • Create playbooks and processes for scaling customer success and delighting customers in a repeatable fashion
  • Drive customer success outcomes especially NPS ratings, renewals and upsells
  • Deliver value to customers through increased product adoption and evangelism in customer organizations
  • Drive new business growth through advocacy and greater reference-ability
  • Hire and develop an A+ CS team
  • Define metrics and success criteria for customer success function and for the success of each customer
  • Be a strategic advisor to customers on their value high business problems
  • Be the voice of the customer within the four walls of Boomerang Commerce and influence product direction and other strategic decisions

What you need to succeed

  • Ability to develop trust with eCommerce leadership (VP/SVP) at Fortune 500 consumer brands through strong working knowledge of their business and strong written/verbal communication skills
  • Deep understanding of e-commerce (and Amazon in particular) for consumer brands
  • Exceptional leadership skills and proven experience in building high-performance teams
  • Process and data-driven decision making
  • High ownership and customer obsession
  • High degree of collaboration with other functional areas like sales, marketing, and product
  • Love for technology
  • Ability to hustle in times of crisis

 

Experience and Skillset required

  • In-depth knowledge of eCommerce business of a consumer brand
  • You are either of the following:
    • You come from a full-service or sales driven agency who has owned or co-owned the e-commerce business of a consumer brand and/or has developed a deep understanding of it.
    • You have been in a leadership role in the e-commerce department for a large consumer brand.
    • You have held a large portfolio of consumer brands at an eCommerce company (e.g. senior management of vendor management at Amazon)
    • You come from an agency who has owned or co-owned the e-commerce marketing budget (AMS, AMG, AAP, Criteo etc) at a large consumer brand
    • And in either case, you have a strong passion for technology, want to make a switch into a software company, demonstrate an ability to serve customers and want to grow into a customer success leader of a SaaS company
  • Experience building or influencing a software product and its roadmap


We are willing to offer relocation to strong candidates.