Director – Customer Success (Retail Industry)

SkillNet Solutions, Inc. is a leader in modern commerce, delivering consulting, AI solutions, and technology services to businesses undergoing digital transformation. By implementing cloud and SaaS applications, the company helps clients adapt to evolving consumer behaviors and craft seamless customer journeys across B2B, B2C, and B2B2C markets. SkillNet accelerates agility and efficiency in technology adoption, partnering with industry leaders like Oracle, Salesforce, AWS, and more to enhance digital and in-store experiences. Since its founding in 1996, SkillNet has provided exceptional solutions across 63 countries for global enterprises including Disney, lululemon athletica, and PayPal.

Job Title: Director – Customer Success (Retail Industry)

We are looking for a strategic and relationship-driven leader to oversee enterprise retail accounts, ensuring customer success through technology-enabled transformation. This role focuses on driving value for existing clients (“farming”) by aligning digital transformation programs, IT strategy, and enterprise systems with their business goals. This is a full-time remote position role in the United States.

The ideal candidate combines deep retail and Director of Customer Success financial systems expertise with exceptional client management skills, capable of nurturing executive relationships while leading multi-phase transformation initiatives that deliver measurable growth.

Key Responsibilities:

• Serve as the strategic partner and trusted advisor to key retail clients, ensuring their business objectives are achieved through continuous innovation and technology modernization
• Lead business transformation programs that enhance operational performance, customer engagement, and profitability
• Develop and maintain strategic account plans focused on retention, expansion, and revenue growth
• Partner with product and engineering teams to create tailored technology roadmaps aligned with client goals
• Manage cross-functional program delivery, ensuring milestones, budgets, and success metrics are met
• Oversee financial planning, forecasting, and resource allocation across client engagements
• Use data-driven insights to track account health, identify growth opportunities, and guide client decisions
• Strengthen stakeholder relationships across business and IT leadership levels
• Lead initiatives that support international expansion and adoption of cloud or hybrid-cloud architectures for retail operations
• Champion a culture of collaboration, transparency, and customer excellence within internal teams
• 25-30% travel required to client on need basis
  
  

Experience:

• 10 years of experience in customer success, strategic account management, or business transformation, preferably within the retail or consumer goods industry
• Proven ability to grow enterprise accounts through consultative engagement and long-term relationship management
• Strong knowledge of retail technologies — eCommerce, Point of Sale, Order Management, ERP, CRM, payment processing, and inventory systems
• Demonstrated success in enterprise program management and IT strategy execution
• Skilled in budgeting, forecasting, and executive-level communication
• Experience working with cloud and hybrid-cloud environments
• Bachelor’s degree in Business, Technology, or related discipline (MBA preferred)
  
  

Core Skills:

• Customer Success & Strategic Account Management
• Business Transformation Leadership
• Product Road-Mapping & IT Strategy
• Enterprise Architecture & Retail Systems
• Program & Project Delivery
• Budgeting & Forecasting
• Cloud / Hybrid Cloud Adoption
• Data-Driven Decision Making
• Stakeholder & Resource Management
• Creative Problem Solving & Communication
  
  

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