Job Description

Location: Hybrid – Preferably based in Salt Lake City, Utah (Lehi HQ)

Team: Customer Success

Reports to: CEO

Luminous is the operating system for modern eCommerce brands. We help merchants unify inventory, orders, and operations across Shopify, Amazon, retail, and wholesale—giving operators real-time clarity and control over their business. We’re backed by top-tier investors and scaling quickly.

We’re hiring a Director of Customer Success to lead and elevate how we support our growing customer base. This is a unique opportunity for someone with 2–5 years of experience in eCommerce operations or backend eCom systems who’s ready to step into leadership. You’ll own strategic accounts, build out CS processes , and help level up our growing team of CSMs , all while working directly with the CEO.

We’re looking for someone who’s either operated inside a brand (managing inventory, fulfillment, or backend workflows) or supported eCom teams through tools like NetSuite, ShipStation, Brightpearl, or Cin7—and now wants to help merchants succeed at scale through a powerful SaaS platform.

If you’ve been looking for a ground-floor role with real ownership and a clear path to VP of Customer Success , this is it.

• Manage a portfolio of high-impact eCommerce accounts and ensure long-term success, retention, and expansion
• Build and refine internal processes, playbooks, and systems to scale Customer Success efficiently
• Develop the customer lifecycle framework—from onboarding to renewal and expansion
• Coach and support CSMs (current and future), helping to raise the bar on performance and customer outcomes
• Collaborate closely with the CEO and leadership team to shape Customer Success strategy and goals
• Partner cross-functionally with Sales, Product, and Support to improve customer experience and drive growth
• Represent the voice of the customer internally and help prioritize customer feedback

• Have 2–5 years of experience in one or more of the following:
• eCommerce operations (e.g. inventory, fulfillment, supply chain, systems), or
• Working with backend eCommerce platforms (ERPs, WMSs, OMSs like NetSuite, Cin7, Brightpearl, etc.)
• Have experience in Customer Success, Account Management, or merchant-facing roles
• Understand how the eCom tech stack connects across platforms like Shopify, Amazon, 3PLs, and wholesale
• Are highly organized, proactive, and love building scalable systems from scratch
• Enjoy mentoring others and want to grow into a formal leadership position
• Are based in Salt Lake City or nearby , open to a hybrid work environment in Lehi , or are exceptionally qualified and remote-ready

• Join a high-growth SaaS company solving real operational challenges for modern merchants
• Work directly with the CEO on strategy, process, and long-term growth initiatives
• Own high-value relationships and help shape the entire Customer Success motion
• Clear path to VP of Customer Success as the company scales
• Competitive salary, equity, and benefits
• Collaborative hybrid culture with HQ in Lehi, Utah

You’ve lived the backend chaos of eCommerce—and now you’re ready to lead others out of it. Let’s build the future of operations together.

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