Director, Customer Success

Job Description

Job DescriptionSalary: 140-190k. (DOE * GEO)

About NoFraud

NoFraud helps eCommerce brands keep more of every dollar earned by maximizing approval rates on quality orders, minimizing risk-related costs, and automating repetitive tasks. Powered by AI, a global merchant network, and expert fraud analysts, NoFraud provides customizable, adaptive tools that proactively identify vulnerabilities and eliminate operational friction.

NoFrauds AI-powered decision engine analyzes thousands of data points in real time with unmatched accuracy, delivering 99.5% instant pass or fail decisions, with the remaining 0.5% escalated to expert analysts ensuring legitimate customers are never mistakenly blocked. NoFraud reduces chargebacks and offers comprehensive fraud management solutions tailored to each brands needs.

Trusted by over 7,000 brands including Summer Fridays, HexClad, Burton, Aroma360 and True Classic NoFraud enables businesses to scale with certainty.

About the Role

We're on the hunt for a Director, Customer Success whos ready to help our clients improve customer experiences, boost sales, and make their shopping environments safer from cyber threats. Your role will be pivotal you are responsible for all customer outcomes, managing a dedicated team of Customer Success Managers. Youll define and manage programs that focus on account management and strategy. You have experience with customer relationships, managing a book of business and managing a team.

You are the ultimate team player. You love working with a variety of stakeholders and are able to work under pressure and to competing deliverables. You understand the interconnectedness of our product, our customers and our marketing strategies. You are an enthusiastic champion for your team, the product and our customers. You balance the human aspect with an affinity for process and problem solving, always leading with data. You are detailed and action oriented.

Reporting to our SVP of Operations, you have a firm understanding of the performance metrics that apply to new, existing and renewal business. You are familiar with E-Commerce and SaaS business models and have a demonstrated experience of driving the strategy and growth of an existing customer base. You are comfortable creating health score methodologies and use BI and Salesforce reporting tools to prioritize your focus areas.

What You Will Do at NoFraud:

• Strategic Leader: You own the churn, renewal goals and strategy for the company. You plan and monitor the activities of the team that drive improved outcomes for customers as well as business drivers. You will lead from the front, being the ultimate expert in our product, billing, contracts etc. You run the operating rhythm for Customer Success, coach the team to think strategically and ensure that they execute their tasks and activities in a timely manner. You help build the scale CSM program, demonstrating that more service equates to a better customer experience and retention rate. You say as you do and expect nothing less from those who work for you.
• Player Coach: We have advanced quickly with reporting, targets, visibility into activities and you will need to use these tools to drive new behaviors across the CS team. You will train the team, enforce playbooks, coach calls and presentations and proactively identify opportunities and risks in key accounts. You recognize up-skilling your team it gives you more time for breadth of impact.
• Escalation Path and Resolutions: You are a masterful negotiator and understand the balance between outcomes for NoFraud and keeping customers happy. You resolve concerns from incorrect expectations, billing and process concerns, contractual, commercial and renewal terms. You prepare stakeholders appropriately to help resolve concerns with our customers, all while remaining proactive, professional and kind.
• Customer Advocate: You love our customers and develop real relationships. You also seek customer advocacy as a second nature including driving customer reviews, marketing customer stories and event partnerships. You seek feedback from customers and do something with it; tracking feedback, packaging recommendations and key examples for our VP of Product. You are a trusted advisor based on the feedback you garner from our growing book of business.
• Data Driven: You love data and consider the CS function as a revenue team. You are excellent at connecting and dissecting data and correlating that with behavior. You analyze and surface insights within our product, communicate the ROI of our service clearly and can proactively identify at-risk merchants using quantitative as well as qualitative indicators. You motivate your team by creating spiffs that correlate with company performance and you track and measure these with ease.

The Specifics:

• People Leadership: You demonstrate the behavior you expect your team to exhibit. You are comfortable giving direct and actionable feedback. You act with integrity and humility and drive a team culture of collaboration.
• Process and Progress Oriented: You design and implement the operational rhythm of the team. If things dont get done, you identify and correct. You are motivated by looking back at how far we have come each quarter. You want to move fast and get better.
• Customer Centric: You optimize our Customer Success strategies, processes, and tools with the goal of turning our customers into evangelists by maximizing the value they receive from our platform. You are adept at enabling users, maintaining consistent relationships and acting with a sense of responsibility for our merchants and their requests.
• Lead with Data: Determine the metrics, customer scoring systems e.g. health scores, and KPIs relevant to each account, the entire team, and the entire business; own how the CS team will track these metrics.
• Making Measurable Impact: Increase product adoption, customer loyalty and retention, and customer satisfaction while actively setting and contributing to churn reduction tactics. Report out on the Account Management portfolio performance at a team, department and company level. Also create and implement compensation plans to encourage productivity and rewarding customer-goal and business-goal achievement.
• Voice of the Customer: Identify and interpret trends and feedback from our customers and funnel these to our product and marketing teams.
• Work Cross Functionally: Collaborate with Sales, Marketing, RevOps and Product to create and optimize the upsell and cross-sell strategies the CS team uses to increase ROI.

Qualifications / Requirements

• Bachelors and/or MBA.
• 7+ years of experience, with demonstrated experience leading and scaling a customer success or sales team.
• Deep understanding of the e-commerce software business with demonstrated understanding of both subscription and renewal models.
• Business development knowledge and, ideally, experience growing a business.
• Excellent at dissecting data and using data to craft a clear, compelling narrative.
• Analytical, with the ability to interpret data and identify trends from BI, Sales and Finance systems.
• Demonstrated negotiation, conflict management and leadership skills.
• Proactive not reactive.
• Incredible multitasker; ability to quickly adapt/pivot to changing priorities and deadlines.
• Comfortable with ambiguity and proactive in a changing environment.
• Exceptional collaboration, coaching and interpersonal skills.
• Strong knowledge and understanding of business needs, knowledge to establish and maintain a high level of customer trust and confidence.
• Strong attention to detail and very organized.
• Remarkable written and verbal communication skills, comfortable presenting to the entire company, and holding C-level customer conversations that drive business for both parties and move the relationship forward.
• Power user of collaborative project tools (ex. G-Suite, smartsheets etc) and CRM tools (Salesforce, Hubspot, Salesloft etc).
• Travel as required (internal and customer engagements, 5% of the year).

Working at NoFraud

Were a high-performing team that is passionate about fraud and a community driven by values that shape everything we do. We seek passionate and dedicated individuals who align with our core principles; Integrity, Pride, Humility and Impact.

• Integrity: We do the right thing, even when its tough, and even if no one sees it. We always consider the customers best interest in every decision we make.
• Pride: We know that the work we do is important, and we take great pride in doing it well. We show up every day with the best intentions, ready to deliver superb outcomes for our team, our customers, and ourselves.
• Humility: We leave our egos at the door, approaching problems as a team, with openness and collaboration. Were willing to be wrong in order to get things right.
• Impact: We are results-oriented, we take ownership, and we hold ourselves accountable to get things done and deliver results.

If you are excited to collaborate in a fast-paced, purpose-driven environment where your contributions truly matter, wed love to have you join us!

Equal Employment Opportunity

No Fraud, LLC provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics, sexual orientation, political affiliation, military veteran status, domestic violence victim status, or any other protected characteristic under applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

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