Head of Customer Success

Location:

New York City (hybrid, 3 days a week in-office)

Type:
Full-time

At Purple Dot, our vision for e-commerce is simple:
Everything that gets made, gets sold.

Nearly 1 in 4 products is never sold — leading to major losses and massive waste within the industry. We believe this problem exists because of lack of control and flexibility over when brands can sell — with long, fixed timelines where brands have to wait until stock is at the warehouse to start selling. It’s time for a radical shift in how e-commerce operates.

Purple Dot is pioneering the pre-commerce category: helping brands sell earlier — before inventory arrives — to increase sell-through, reduce waste, and drive profitability. Whether stock is 1 day or 1 year away, our platform enables smarter, faster sales that reduce risk and unlock new growth.

Trusted by over 100 leading brands including Mattel, McLaren, New Era, Limited Run Games, and Oh Polly, we process millions in pre-orders every month and are proudly leading the category out front. Backed by top investors like Open Ocean, Connect, and Unusual Ventures, we’re a 22-person team based in NYC, Charlotte, and London — and led by second-time founders with a track record of acquisition.

As Head of Customer Success at Purple Dot, you will play the crucial player-coach role in leading and growing our 3-person Customer Success team.

You will own post-sale targets and outcomes by ensuring customers achieve measurable value and stay retained. This role will also develop and launch an exciting new product upsell motion in H2 2026, and will need a truly commercial mindset to be successful.

• Improve and scale our Customer Success motion, with a focus on the entire customer lifecycle from onboarding, go-live, renewal negotiations, and expansion.
• Establish new customer health scoring, along with a churn intervention playbook.
• Train and manage team of Activation Specialists and Customers Success Managers, and hire to further build this team over time.
• Lead by example through owning your own accounts and learning on-the-ground alongside your team.
• Develop and launch a new upsell motion for H2 2026 to support expanding the platform fee portion of our contracts.
• Interface directly to our board on the customer success approach and progress.
• Partner closely with the founders and Product to be the “Voice of the Customer” when shaping the roadmap (we are firmly customer-led when prioritizing what to build).
• Stay informed about industry trends, competitor activities, and market developments to continuously improve Purple Dot’s position in the market.

• 8+ years of experience within Customer Success, in the SaaS or Fintech sector with $100K-$2M ARR customers — with 2+ years as a manager in some capacity, and 1+ year in Sales (bonus!).
• Proven track record of operating as a player-coach, and a philosophy that the best way to motivate a team is to lead by example.
• Solid foundation in usage-based revenue account management, and how to best drive success and standout NRR within naturally lumpy and seasonal usage.
• Strong commercial mindset with demonstrated ability to negotiate renewals, and to launch and upsell a new product within Customer Success.
• Motivated by the Series A to Series B journey as a Customer Success Leader — you will have tremendous impact and responsibility for shaping this function from the ground up.
• True passion for Customer Success — nothing beats seeing a customer’s business be successful because of our team and product.
• Demonstrated ability to be agile, adjusting fast to new information or feedback through strong analytical skills.
• Excellent verbal and written communication skills, with a knack for building rapport with both direct reports and clients.
• Team-oriented with a collaborative mindset, eager to engage across Product, Marketing, Engineering, and Sales to ensure we are always leveling-up Purple Dot in the market.
• A genuine curiosity about Purple Dot's mission and a desire to drive positive change in the industry.
• Experience in the e-commerce space is preferred but not required.
• Always for Action:
  Move forward swiftly; urgency for customers and the journey.
• Pride in Execution:
  Deliver with high quality, efficiency, and pride.
• Focus as a Superpower:
  Prioritize tasks effectively; cut through noise.
• Diversity Raises the Bar:
  Embrace diverse thinking and experiences.
• The Experience is Fun:
  Enjoy the journey and maintain a sense of humor.

Join Purple Dot and help reshape the future of retail.

If you’re excited about solving real problems for real brands — and want to work on something that makes a meaningful impact — we’d love to meet you.

Include your resume/CV, Linked In profile, and “Head of Customer Success” in the subject line.