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Customer Success Director

Digital Commerce Senior Client Services – Customer Success Director


BORN is an award winning global ecommerce & content production agency. Our evolution over 25 years combines experience in both integrated creative production and end-to-end digital ecommerce solutions.

BORN North America is looking for a Senior Client Services – Customer Success Manager to join their award winning brand, retail, and B2B commerce team. The purpose of the role is to drive revenue, client satisfaction and retention across a portfolio of assigned accounts. A strong understanding of digital commerce coupled with a delivery or client services background is required. This role is based in BORNs New York City office located in Chelsea.


 A snapshot of our work can be found here – www.borngroup.com/work




  • Responsible for overseeing the successful delivery of a project to the client’s satisfaction and within agreed upon scope and timeline.
  • Responsible for maintaining or exceeding sold-at margins
  • Maintain the highest levels of referenceability, retention, and overall satisfaction across portfolio of assigned accounts.
  • Build strong client relationships at the executive level – partnering and advocating for them internally, and establishing a trusted advisor role with each client.
  • Develop and actively maintain a detailed pipeline, forecast, and strategic account plan for each assigned account. 
  • Proactively identify and close new business opportunities within assigned accounts. This is a revenue recognition role with an assigned quota.
  • Take ownership of contract/SOW process for assigned accounts.
  • Strategic thought leader on accounts, working with clients to define business KPIs, goals and objectives for brands
  • Manage client escalations and conflict resolution flawlessly.

Experience Guidelines:


  • 5+ years work experience in a client facing customer success role in an eCommerce-focused professional services environment.
  • Project Management experience highly desirable
  • Experience authoring SOWs and Change Orders
  • Familiarity with Support and Maintenance Services preferred
  • Experience with eCommerce platforms such as SAP Hybris, Magento, and/or Salesforce Commerce Cloud preferred. Experience with Adobe suite products a plus.
  • Accountability for budget or client revenue of $4mm+
  • Experience leading teams with multiple discipline representation (especially technology, creative, and strategy)
  • Demonstrated ability to communicate, present and influence credibly at all levels of the organization including senior executives.
  • Strong communications skills, with experience in proposal, business case, and statement of work development.
  • Travel required as part of this position for client meetings.
  • Required: US Citizen or Permanent Residency

Think you've got what it takes?

We would love to hear from you! Please fill out this form and we will get in touch with you shortly.
  • Accepted file types: pdf.
  • Accepted file types: pdf.

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