Director of Customer Success

About us:

At BirdieBox we look for people who are genuinely compassionate and empathetic about others and love

to make people smile - since that is what we do – receiving a gift makes everyone SMILE! Our company

culture is built on having fun at work, while making sure we deliver our best selves to our customers and

fellow team members each and every day.

BirdeBox LLC is a rapidly growing corporate gifting company that puts emphasis on being efficient, so we

can deliver the best product to our customers each and every day. We are seeking a Director of Customer

Success professional to join our team! This position would be responsible for the day-to-day management

and growth of the customer success team.

Responsibilities:

Team Leadership & Development

● Hire, train, lead, and motivate a high-performing team.

● Manage team schedules and coverage, ensuring seamless support when members are out of office.

● Conduct weekly team meetings to align on priorities, challenges, and updates.

● Hold weekly one-on-one meetings with each team member to provide coaching, support, and performance feedback.

Cross-Departmental Collaboration & Process Optimization

● Act as the liaison between Customer Success, Sales, Merchandising, Technology, and Warehouse Operations to streamline communications and improve efficiency.

● Identify and implement new processes or tools as needed to enhance cross-functional collaboration and visibility.

● Collaborate with internal teams to refine and reinforce pricing models and profitability measures.

Order & Fulfillment Management

● Oversee order entry and fulfillment pipeline within Odoo (WMS), proactively addressing bottlenecks by moving stock, swapping products, and resolving production delays.

● Prioritize fulfillment pipelines, ensuring timely and accurate deliveries.

● Support fulfillment operations when needed to meet deadlines.

● Assist in prioritizing purchasing pipelines to maintain inventory flow and order efficiency.

● Consistently review order deliverables and due dates, updating Odoo as needed and reinforcing best practices with the team.

Account & Revenue Growth

● Act as the primary point of contact for key accounts, such as ACC and NCAA, overseeing gift ideation, customer communication, and order fulfillment.

● Train and reinforce inside sales strategies within the Customer Success team to improve revenue retention and expansion.

Process Improvement & Documentation

● Develop and implement new processes, tools, and resources to support both the Customer Success team and cross-functional business operations.

● Create and maintain comprehensive documentation of operating procedures.

● Develop a turnkey onboarding program for future hires within the department to ensure seamless integration and training.

Skills & Qualifications:

● Bachelor’s Degree

● At least three years of experience in account management or related fields (preferably in a startup or fast-paced environment)

● At least three years of experience in inside sales and/or sales operations

● Proven leadership experience with the ability to motivate, retain, and manage a team under pressure

● Strong written and verbal communication skills, with an emphasis on clear and effective communication across all levels

● Ability to prioritize and manage multiple projects simultaneously in a fast-paced, high-pressure environment

● Exceptional attention to detail and deadline-oriented, with a proactive approach to problem-solving

● Strong decision-making and problem-solving skills, especially in dynamic situations

● Collaborative mindset with the ability to work across multiple teams and with all levels of management

● Comfortable navigating ambiguity and adapting quickly to changing priorities

● Knowledgeable working in G-Suite, Excel, and a Warehouse Management System (preferably Odoo)

Job Type:

● Full-time

Schedule:

● Monday through Friday (9am-5pm)