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Head of Brand Success at Ecomflow

The Head of Brand Success will be responsible for designing, owning, and scaling Ecomflow’s end-to-end client experience operating model. This role is responsible for designing, scaling, and continuously improving how brands are onboarded, supported, retained, and expanded.

This is a systemic leadership role where you are going to design the operating model, structure, and team that ensures every brand has a consistent, high-quality experience, from onboarding to long-term retention.

You will be responsible for:

Own and evolve the Brand Success operating model (onboarding, support, escalation, retention) Design clear role boundaries, processes, and handoffs across Account Management Build and lead the Brand Success team along with the Head of HR (hiring, structure, performance management) Define and track client experience KPIs (CSAT, NPS, retention, escalation trends) Identify systemic pain points across the client journey and drive cross-functional improvements Partner with the Customer Service, Ops, and Tech to translate client feedback into roadmap priorities Ensure scalability as the client portfolio and enterprise segment grow Act as the bridge between Product, Marketing, and Brand Success to drive feature adoption Lead product education initiatives for clients (materials, sessions, messaging) Partner with Marketing on launch readiness and outbound enablement Collect structured user feedback and insights to inform product decisions Own adoption metrics for new features post-launch

What We’re Looking For:

5+ years of experience in Customer Success, Account Operations, or Client Experience leadership Proven experience building and scaling client-facing teams Strong understanding of e-commerce, logistics, SaaS, or 3PL environments Experience designing processes, playbooks, and KPI frameworks Highly analytical, with a systems-thinking mindset Strong cross-functional leadership and influence Fluent English (written and spoken)

What Success Looks Like:

Predictable, scalable client experience across all brands Clear ownership and accountability across teams Improved retention and reduced recurring escalations Strong internal alignment between Brand Success, Support, and Account Management

Preferred: Experience in high-growth or startup environments Background in supply chain or fulfillment-heavy businesses Experience managing globally distributed teams (US–EU–CN)