Director of Customer Success (Contract)

About Mirakl:

Founded in 2012, Mirakl has been at the forefront of marketplace innovation, empowering every business to compete in the platform economy.
Today, Mirakl's operating system combines an enterprise marketplace solution (Mirakl Platform) that enables retailers and B2B organizations to launch, scale, and operate marketplaces and dropship, AI-powered multichannel selling (Mirakl Connect), retail media (Mirakl Ads) and an agentic commerce infrastructure (Mirakl Nexus).
With dual headquarters in Boston and Paris, Mirakl helps a global ecosystem of 450+ marketplaces (B2C and B2B) and a network of over 100k third-party marketplace sellers. Brands like Macy's, Decathlon, Carrefour, Asos, and Airbus Helicopters use Mirakl to grow their businesses in new and remarkable ways.

For more information, visit www.mirakl.com .

Mirakl in Numbers:

• Founded in 2012 | Member of French Tech Next40
• 750+ employees in 9 offices worldwide: Paris, Barcelona, Bordeaux, Boston, London, Munich, New York, Sydney, Tokyo

Our Values:

Working at Mirakl means accelerating your career alongside ambitious, passionate, and supportive colleagues. We're proud of the diversity of backgrounds, perspectives, and experiences that make our teams unique.

Our 5 values guide how we collaborate:

• Work Hard Together: Teamwork and collaboration are the foundation of our success
• Get Things Done: We prioritize action and efficiency for impactful results
• Go Above & Beyond: We tackle challenges proactively and always aim for excellence
• Succeed Through Expertise: Knowledge sharing and continuous learning are core to our culture
• Satisfy & Empower Clients: We're committed to our clients' success

1 YEAR CONTRACT
Your Impact:

As the Director of Customer Success, you will drive the success of Mirakl's most strategic platforming initiatives across Australia, New Zealand, and Southeast Asia. In this 1-year contract role, you will lead, mentor, and develop a team of at least two full-time employees, ensuring Mirakl's value proposition is delivered at the highest level to C-suite executives and senior stakeholders. By building relevant industry use cases, guiding your team in strategic customer engagement, and helping clients maximize the value of the Mirakl platform, you will play a pivotal role in shaping customer success outcomes and supporting long-term growth across the APAC region.

This role is only accepting candidates local to Sydney.
What you will do at Mirakl:

• Lead, manage, and coach a team of at least two full-time employees, providing mentorship, regular feedback, and development opportunities to drive team and individual success in the APAC region.
• Own and oversee strategic customer relationships across a portfolio of Retail and Direct-to-Consumer customers, focusing on successful adoption, utilization, and growth of the Mirakl platform.
• Build and nurture relationships with senior stakeholders within client organizations, acting as a trusted strategic advisor and subject matter expert.
• Deliver compelling business cases, workshops, analytics, and impactful presentations to C-level customers and senior stakeholders, ensuring alignment with strategic business objectives.
• Guide customers in deep-diving into marketplace strategy, sharing key operational impacts, and assessing marketplace potential in their business context.
• Establish commercial action plans to help clients maximize marketplace performance from development through scale-up.
• Act as a subject matter expert on change management initiatives for clients implementing marketplace models.
• Prepare and present Quarterly Business Reviews to executive stakeholders, outlining performance, opportunities for growth, and potential blockers.
• Share best practices around seller onboarding, management, and optimization strategies.
• Partner cross-functionally with Sales, Account Management, Product, and other internal teams to ensure a coordinated approach to customer success and value realization.
• Represent the APAC team at select external events and meetings, sharing the Mirakl platform message and acting as a thought leader in the marketplace ecosystem.

What Mirakl is looking for in a Candidate:

• Bachelor's degree required; advanced degree a plus.
• 10+ years of industry experience in customer success, consulting, e-commerce, marketplace, or strategic client-facing roles.
• Demonstrated ability to lead, motivate, and develop high-performing teams.
• Proven experience managing strategic enterprise customer relationships, including C-suite and senior executive stakeholders.
• Strong analytical and creative problem-solving skills, ideally with experience in financial modeling and business case development.
• Excellent business acumen with a strategic mindset and a proven ability to champion change management.
• Outstanding presentation and communication skills, especially in front of high-level executive customers.
• Experience with Direct-to-Consumer eCommerce strategies and marketplace business models is highly valued.
• Highly organized, structured, and proactive, with a proven "can-do / will-do" attitude.
• Ability to adapt to different corporate environments, industries, and cultures, particularly within Australia, New Zealand, and Southeast Asia.
• Willingness to travel within the APAC region, up to 20-30%.

We welcome collaborators with their diverse perspectives and experiences to power us forward. These often far exceed conventional job requirements and help us create a culture of continuous learning. If you're ready to join a global leader powering digital transformation for 450+ of the world's most innovative retailers and B2B organizations.

As part of our recruitment process, Mirakl processes your personal data to review and manage your application and, where appropriate, to consider your profile for future opportunities. You can exercise your data protection rights at any time, and as further detailed in our policies. For more information about how we process your personal data and your rights, please consult our Recruitment Privacy Notice, here in English and here in French.

We may use Artificial Intelligence (AI) solutions to help streamline our hiring process, including screening applications, analyzing resumes, and assessing responses. While AI helps us work efficiently, all final hiring decisions are made by humans. For more information, visit our AI Guidelines for Candidates and Interviews .