Associate Director, Customer Strategy

About The Role:

As an Associate Director of Customer Strategy, you will bring world-class insights to your clients to help them achieve their business goals with Stackline. Customer Strategy collaborates closely with other departments including Sales, Professional Services, Product, and Marketing to advocate for the customer and continuously enhance our products and customer experience. This is a hybrid role based in Seattle (4 days/week in office).

What You Will Do:

• Develop trusted relationships with client executives, ensuring strategic alignment across internal and external stakeholders.
• Own customer retention for your business; proactively manage renewal risk.
• Evangelize Stackline solutions by mastering our product portfolio and identifying upsell and product extension opportunities.
• Understand customers’ e-commerce goals, proficiencies, and shortcomings to position Stackline’s products and services to address their needs.
• Partner with our clients and ensure value realization from Stackline insights to ensure they are achieving their business objectives. 
• Gather valuable feedback from clients and act as a voice of the customer internally.
• Contribute to a positive working environment by training and mentoring CS team members and guiding strategic internal initiatives.
• Act as a resource and subject matter expert for team members, providing guidance on client success strategy and operations.
• Might lead and manage a small team, providing guidance, mentorship, and support to team members.

Who We Are Looking For:

• Bachelor’s degree in a relevant field.
• 6+ years of experience with a focus on client engagement at a SaaS company, agency, consumer brand, or retailer.
• 4+ years of experience working in eCommerce (ideally at a brand, manufacturer, or retailer).
• 2+ years of people leadership experience.
• Proven experience in crafting stories and narratives through compelling data insights and thoughtful leadership content (in-person, on the phone, through email, and during web presentations).
• Passion for SaaS, technology, eCommerce, and customer service.
• High energy with the ability to successfully drive projects with minimal guidance.
• Positive attitude and strong collaborator in a fast-paced environment with organizational skills to effectively manage multiple projects.
• Passion for rolling up the sleeves and diving in both tactically and strategically.
• Strong analytical skills with demonstratable experience: using frameworks, data, and analytical tools to help structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging and ambiguous problems.
• Ability to work in a fast-paced environment while maintaining focus on primary goals.
• Experience selling/owning renewal and expansion conversations.
• Ability to think big, solve problems, and are detail oriented.
• Proficient in Microsoft Outlook, Excel, and PowerPoint.

Bonus Points If You Have:

• MBA degree
• A background with traditional and digital marketing, buying, and measurement.
• Experience working in a startup, retail, digital advertising, or eCommerce environment.

Benefits and Perks:

It's important that each and every employee feels they are supported and can complete their life's best work today and in the future. As part of that, we are committed to doing our part in addressing pay gaps and discrepancies by providing pay transparency for all of our roles. Actual salaries are just one component of the compensation package and may vary above or below the range based on job-related knowledge, skills, experience, location, and performance. The pay range for this position in Seattle is $150,000 - $180,000 per year. Other rewards may include annual bonuses, short- and long-term incentives, and other team-specific awards. In addition we provide a robust benefits and perks package that includes:

• Comprehensive benefit plans covering medical, dental, and vision
• Fertility benefits
• 401k plan plus company match
• Company paid Life Insurance
• 20 days of Paid Time Off annually
• 9 Paid company holidays
• 100% Paid Parental Leave - 20 weeks for birthing mothers and 12 weeks for all other parents
• Summer Fridays early close at 2 pm
• Fully stocked kitchen snacks with fresh fruit weekly