Max Retail empowers independent retailers and brands to reach hundreds of millions of consumers through technology that makes multichannel selling as easy as “click, click, sold.” The platform connects sellers to top online marketplaces, automating listings, pricing, and fulfillment. By helping businesses move inventory faster and more profitably, Max Retail fuels a more circular, sustainable retail economy.

As we scale from 3,000 to 20,000+ active sellers, we’re doubling down on what makes Max Retail special — human connection and measurable growth. Our Customer Success team sits at the intersection of revenue expansion, relationship management, and enablement helping retailers list consistently, price strategically, and make Max Retail part of their daily workflow.

The Role

The Director of Customer Success will lead, scale, and systematize a high-performing team that delivers exceptional experiences, retention, and revenue growth. You’ll build the playbooks, automation, and data-driven processes that let us scale efficiently without losing the personal touch that defines us.

This role reports to the VP of Customer Experience and Operations and will partner cross-functionally with Sales, Support, Product, and Marketing to drive seller success, platform adoption, and business outcomes.

What You’ll Do

Team Leadership & Strategy

• Lead, coach, and scale a team of CSMs into a data-driven, high-performing organization.
  

• Define success metrics, set clear goals, and hold the team accountable to performance KPIs.
  

• Foster a collaborative, customer-obsessed culture rooted in growth and ownership.

• Invest in talent development, train, mentor, and coach CSMs into future leaders of Max Retail, building a strong internal bench that can grow with the company.

• Lead Customer Success’s contribution to Max Retail’s Voice of Customer program, synthesizing seller insights, identifying friction points, and representing the customer perspective in cross-functional planning to inform product development, marketplace strategy, and operational improvements.
  
  
  

Customer Growth & Retention

• Own relisting, reactivation, engagement strategies to grow payouts and churn management across seller cohorts.
  

• Develop tiered engagement models (high-touch for top performers, automated for long-tail).
  

• Identify high value at-risk sellers and deploy win-back and education campaigns to drive retention.
  

• Drive new product adoption, point of sale integrations and staff training.
  
  

Operational Excellence & Automation

• Serve as the HubSpot CRM owner for Customer Success — building workflows, automations, and playbooks to scale communication and performance tracking.
  

• Implement proactive campaigns (listing reminders, first-sale celebrations, price optimizations).
  

• Leverage analytics to pinpoint bottlenecks, seller behaviors, and opportunities for improvement.
  

• Design and maintain a live performance management dashboard in the Customer Success pit, mirroring Sales’ approach, to display KPIs, celebrate wins, and reinforce accountability.
  

• Integrate key leading indicators, including seller call volume, meeting bookings, listing activity, engagement, fulfillment quality, and onboarding velocity to forecast outcomes such as return-to-list rate, active inventory value, seller churn, and payout growth.
  

• Use these metrics to drive daily stand-ups and performance reviews, ensuring the team acts early to influence outcomes and maintain momentum
  
  

Cross-Functional Collaboration

• Partner with Sales/Product/Marketing/Ops to improve the end-to-end customer journey, including onboarding, listings, and seller success funnels and “surprise & delight” experiences.

• Support new partner channel launches by identifying and acquiring inventory that aligns with demand and category strategy.
  

• Collaborate with cross-functional teams to communicate launches and ensure seamless seller onboarding.
  

• Leverage data to drive key assortments with proven sell-through, guiding sellers to list the exact inventory that drives GMV and category growth.
  

• Apply marketplace best practices to curate high-performing assortments, improve sell-through rates, and optimize seller mix across partner channels.
  
  

Performance Management

• Own key seller metrics and continuously optimize:
  
  

  • Return-to-list rate (goal: 63–65%+)
    

  • Days between listings (weekly cadence)
    

  • Active inventory per seller ($10k+ target at three months live)
    

  • Seller churn and reactivation success
    

  • Order cancellation rate reduction
    

  • CAC payback reduction (toward <6 months)
    

  • Sellers per CSM efficiency ratio
    
    

Who You Are

• Strategic Leader: Balances vision with execution and isn’t afraid to get hands-on with 3-5 years management experience.
  

• Data-Driven: Comfortable extracting insights to drive decisions and measure impact.
  

• Customer-Obsessed: Deep empathy for independent retailers and a passion for helping them win.
  

• Builder: Thrives in fast-paced, scaling environments and creates structure from ambiguity.
  

• Tech-Savvy: Advanced experience with HubSpot or similar CRMs and process automation.
  

• Collaborative: Works seamlessly with cross-functional partners to drive shared outcomes.