Senior Director – Client Services

Phoenix Ecommerce Technologies

Senior Director leading Client Services at Autonomous Commerce Platform for DTC Founders. Responsible for operational excellence and customer experience in a growing AI-driven business.

Posted 7/27/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in leading Client Services organizations with a focus on customer success, operational efficiency, and scalable onboarding processes. Proficient in managing technical escalations and utilizing data-driven insights to enhance merchant experiences and drive retention metrics.

Highest-signal resume keywords

Customer Success LeadershipEcommerce OperationsTechnical Escalation ManagementData-Driven Decision MakingCross-Functional Collaboration

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Client Services ManagementOnboarding FrameworksOperational EfficiencyMerchant Success MetricsSaaS ExperienceSubscription BillingPayment ProcessingData AnalysisDashboard CreationProcess Improvement

Soft Skills

LeadershipCommunicationOrganizational SkillsAnalytical MindsetProblem-Solving

Tools & Technologies

ShopifyCRM SystemsEcommerce PlatformsAI-Assisted Support ToolsSelf-Service Tooling

Industry Keywords

EcommerceSaaSSubscription CommercePaymentsMerchant Engagement

About the role

Key responsibilities & impact

Lead, mentor, and develop the Client Services organization.
Establish service standards, response expectations, escalation frameworks, and customer success processes.
Create a high-accountability, merchant-first culture focused on responsiveness, retention, and merchant growth.
Monitor team performance, utilization, SLAs, satisfaction metrics, and operational efficiency.
Build scalable workflows for onboarding, support, account management, and proactive client engagement.
Own scalable onboarding and implementation frameworks for new merchants.
Establish launch readiness standards, activation KPIs, and time-to-value goals.
Coordinate across Integrations, Checkout, CRM, and Payments to ensure successful merchant launches.
Identify friction points in onboarding and build processes that improve speed, consistency, and merchant experience.
Lead resolution of critical merchant escalations and platform incidents.
Own severity management, root-cause analysis, escalation governance, and cross-functional communication during outages or service disruptions.
Oversee resolution of complex client issues related to Shopify integrations, checkout functionality, subscription billing, payment processing, funnel logic, tracking discrepancies, and third-party application conflicts.
Improve documentation standards, escalation processes, and communication between technical and client-facing teams.
Ensure the Client Services organization develops a strong operational understanding of ecommerce systems and platform architecture.
Own operational visibility across client health and support operations.
Develop customer health scoring and reporting frameworks.
Track and analyze MRR, churn, retention, NRR, NPS/CSAT, response times, resolution times, and merchant engagement.
Build dashboards that provide visibility into client health, operational bottlenecks, and revenue opportunities.
Identify opportunities for automation, AI-assisted support, self-service tooling, and process improvement.
Partner closely with Product, Engineering, CRM, Payments, Checkout, and Growth teams.
Serve as the primary operational liaison between merchants and internal teams.
Translate merchant feedback, operational pain points, and revenue-impacting issues into actionable product priorities.
Partner with Product and Engineering on release planning, beta programs, feature adoption, rollout communication, and change management.
Help shape customer education, onboarding materials, support documentation, and best-practice resources.

Requirements

What you’ll need

7+ years of experience in Customer Success, Client Services, Account Management, or Support leadership.
3+ years managing high-performing customer-facing teams.
Strong experience within ecommerce, SaaS, subscription commerce, payments, or Shopify ecosystems.
Deep understanding of ecommerce operations, checkout systems, subscription billing, payment flows, and merchant success metrics.
Experience managing technical escalations and cross-functional operational workflows.
Strong analytical and operational mindset with experience using data to drive decisions.
Exceptional communication, leadership, and organizational skills.
Ability to operate effectively in a fast-paced startup environment.

Benefits

Comp & perks

Health insurance
Retirement plans
Flexible work hours
Paid time off
Professional development
Stock options