Director Of Client Success

Benefits:

• 401(k) matching
• Competitive salary
• Dental insurance
• Health insurance
• Paid time off

Mountainy is looking for a Director of Client Success to join our growing team in Arizona. This is a hands-on leadership role for someone who enjoys solving complex problems, learning new technology, and helping eCommerce brands succeed.

As the Director of Client Success, you will serve as the primary point of contact for a portfolio of clients while leading client onboarding, troubleshooting operational issues, training customers on our warehouse management system, and continuously improving the client experience. You'll also oversee Client Success Representatives as our Arizona team continues to grow.

We're a fast-growing company, which means this isn't a role where every process is already documented. We're looking for someone who takes ownership, figures things out independently, and enjoys solving new challenges every day.

• Manage and support a portfolio of eCommerce fulfillment clients.
• Lead new client onboarding and ensure smooth transitions into our fulfillment operation.
• Train clients on Ship Hero and help them confidently use the platform.
• Troubleshoot issues involving Ship Hero, Shopify, fulfillment workflows, inventory, bundles, and order management.
• Configure fulfillment rules, workflows, and automations to improve operational efficiency.
• Collaborate with warehouse managers, sales, leadership, and other departments to solve client challenges.
• Supervise and mentor Client Success Representatives as the team expands.
• Conduct Google Meet training sessions, account reviews, and client check-ins.
• Prioritize multiple client requests while ensuring accurate and timely resolutions.
• Look for opportunities to improve internal processes and the overall client experience.

We're less concerned with having experience in one specific industry than we are with finding someone who loves solving problems and learning new systems.

The ideal candidate is:

• Resourceful and able to figure things out independently.
• A self-starter who doesn't wait to be told what to do next.
• Highly accountable and takes ownership of client outcomes.
• Detail-oriented with a commitment to getting things right.
• Positive, adaptable, and comfortable in a fast-moving environment.
• Naturally curious and enjoys learning new software.
• Comfortable managing multiple priorities without losing attention to detail.
• Passionate about solving difficult problems rather than simply responding to tickets.

Experience with any of the following is a plus:

• Shopify.
• Ship Hero or another Warehouse Management System (WMS).
• eCommerce operations.
• Third-party logistics (3PL).
• Customer Success or Account Management.
• Process improvement, workflow design, or business automations.

• Independently managing client accounts with confidence.
• Successfully troubleshooting complex operational and software issues.
• Receiving positive feedback from clients who view you as an extension of their business.
• Taking initiative without needing constant direction.
• Building trust through thoughtful, detailed, and accurate problem solving.

At Mountainy, we don't believe client success is about simply answering tickets.

Our clients trust us with a critical part of their business. Every interaction is an opportunity to help them grow, solve problems, and deliver a better experience to their customers. We strive to become an extension of each client's team, and the people who succeed here genuinely care about helping our clients succeed.

If you're someone who enjoys learning, loves technology, takes ownership, and finds satisfaction in solving challenging problems, we'd love to hear from you.