phoenixtechnologies - Senior Director of Client Services
Requirements
• 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. • Experience building or scaling a Customer Success, Client Services, or Support organization. • Experience with DTC ecommerce, direct response, subscriptions, checkout optimization, or payments. • Experience developing customer health scoring, SLA frameworks, onboarding processes, and operational dashboards. • Familiarity with automation, AI-assisted support, self-service tooling, or customer education systems. • ## Leadership Traits We Value • Strong recruiting and talent development capabilities • Product judgment • Calm under pressure • Builder mentality • These are the values that guide how we operate: • All In to Win — Operate with urgency, intensity, and a relentless bar for excellence. • A Players Only — Only hire, develop, and keep A players. Protect talent density. • Merchant First — Merchants are why we exist. Every decision measured by merchant impact. • Entrepreneurial Spirit — Move like a Day One company. Fast, scrappy, hungry. Everyone owns. • Execution Over Ego — Best ideas win regardless of source. Status and titles do not matter.
Benefits
• This is a rare opportunity for a technical leader to step into a company with proven revenue, product-market fit, an established team, and a large market opportunity. • Three things make this an inflection point: • Product-market fit is established. Demand continues to grow, merchant adoption is accelerating, and Phoenix is outperforming expectations. • There is an opportunity to define a category. While many companies are building AI tools for commerce, few are focused on helping sophisticated DTC operators automate revenue-generating decisions at scale. • Our customers are AI-ready. They adopt technology quickly when it drives measurable business outcomes, creating an ideal environment for agentic products.
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