Director of Customer Success & Communications

Company: Check Out My Card
Location: Auburn
Posted on: April 1, 2026

Job Description:

Description Director of Customer Success & Communications It’s a great time to join COMC – Millions of Cards. Endless Joy. Our industry is thriving, and at COMC we’re building a team that’s passionate about using cutting-edge technology to enhance the joy of collecting sports trading cards while expanding into new categories. We’re committed to delighting our customers—collectors, consigners, and enthusiasts alike—by delivering innovative, engaging, and enjoyable experiences at scale. Location: Algona, WA (On-site) Job Type: Full-Time Reports To: SVP, People & Operations Travel Required: Less than 10% Compensation: $149,000 - $175,000 annual salary Summary The Director of Customer Success & Communications will lead the evolution of COMC’s customer experience from a primarily reactive support model to a proactive, scalable customer success organization. This role is intentionally designed to be hands-on in the first several months, working closely with frontline teams and day-to-day workflows to deeply understand current processes, pain points, and customer needs. That foundational understanding will inform the design of the long-term Customer Success strategy, operating model, and team structure. Over time, the role will transition to a primarily strategic focus, owning customer success strategy, root cause analysis and prevention, cross-functional collaboration, and customer-facing communications that strengthen trust, loyalty, and brand affinity. This leader will partner closely with Operations, Product, Engineering, and Strategy to drive measurable improvements in customer experience while enabling the organization to scale efficiently. About You You are a proven change leader who thrives in environments where there is opportunity to build, transform, and mature a function. You bring strong strategic instincts, exceptional communication skills, and the willingness to dive into the details early to understand how the work truly gets done. You are equally comfortable: Operating at a systems and strategy level, designing scalable solutions and presenting to senior leadership, and Rolling up your sleeves to work alongside teams, analyze queues, diagnose root causes, and understand frontline realities. You build credibility through action, clarity, and collaboration—and you’re energized by creating order, structure, and momentum where there is an opportunity to do better. Responsibilities/Duties Customer Success Strategy & Transformation Lead the transition from reactive customer service to proactive customer success, grounded in firsthand understanding of current operations Define and execute the roadmap for evolving Customer Success into distinct B2C and B2B / Enterprise workstreams, including formalizing support for grading partners and strategic accounts Establish operational excellence standards including SLAs, quality frameworks, escalation models, and prevention mechanisms Own root cause analysis and prevention efforts, identifying systemic issues and partnering cross-functionally to resolve them at the source Build scalable customer education and enablement programs that reduce support volume and accelerate customer onboarding Technology & Enablement Leverage existing technology while evaluating and implementing new tools (AI, automation, self-service, knowledge management) to improve efficiency and reduce cost-to-serve Ensure Customer Success systems scale without linear headcount growth Communications Strategy Partner closely with the Director of Marketing and Senior Leadership Team to develop and execute COMC’s customer-facing communications strategy across all touchpoints, ensuring alignment, clarity, and consistency Contribute to and help steward a unified COMC voice, working collaboratively across Customer Success, Marketing, Product, and Operations to build trust and cohesion in how we communicate with customers Translate complex product, policy, and operational changes into clear, customer-friendly messaging, in alignment with Marketing and executive leadership Co-lead customer communications for major initiatives—including product launches, pricing changes, and policy updates—ensuring messaging is coordinated, timely, and well-informed across teams Partner with senior leaders to develop executive communication frameworks, serving as a trusted advisor on customer-facing implications and ensuring leaders are aligned and well-prepared in how we communicate externally Customer Engagement & Community Drive customer engagement initiatives including onboarding campaigns, retention outreach, and community activations Serve as the voice of the customer at the leadership level, advocating for customer-driven improvements Foster loyalty through personalized communications and lifecycle programs Team Leadership & Organizational Design Build, develop, and lead a lean, high-performing Customer Success and Communications organization Lead change management as the function evolves from hands-on execution to strategic ownership Hire and develop future leadership roles (e.g., supervisors or managers) as the organization matures Feedback, Insights & Advocacy Establish systems to capture, analyze, and act on customer feedback and insights Identify trends and recommend product, policy, and process improvements Advocate for customer needs with Product, Engineering, and Operations partners Crisis & Sensitive Communications Own crisis communications strategy and execution Develop playbooks and lead customer communications during incidents or sensitive situations Protect and strengthen brand trust through transparent, timely communication Qualifications Skills & Qualifications Exceptional written and verbal communication skills with executive presence Demonstrated ability to operate strategically while engaging in hands-on execution when needed Experience implementing and scaling customer success technology stacks (Zendesk, CRM, AI/chatbots, knowledge tools, or similar) Strong cross-functional collaboration and influence skills Proven track record of building and scaling customer success programs with measurable impact Data-driven decision-maker comfortable using dashboards and analytics Change management experience leading organizational transformation Customer-obsessed with a bias for action and continuous improvement Education & Experience 8 years of experience in Customer Success, Customer Experience, or Communications 7 years leading and scaling customer success or customer-facing teams Experience transforming reactive support models into proactive customer success organizations Background in high-growth, tech-enabled, or consumer-facing environments required Turnaround or rapid-scale experience strongly preferred Experience in collectibles, sports, entertainment, or e-commerce marketplaces a plus Bachelor's degree in Communications, Marketing, Business, or related field (or equivalent experience) Benefits Offerings Competitive Salary 9 Paid Company Holidays per year Paid Time Off up to nearly 4 weeks per year 401(k) Program with Company Match Employer provided Free Medical Dental plans Employer provided LTD and Life Insurance STD for employees outside of Washington State Employee discount on www.COMC.com Employee Assistance Program Legal Library Access Work Environment & Physical Requirements This position may involve prolonged periods of sitting, standing, or using standard office equipment such as computers and phones. Some roles may require occasional lifting of up to 25 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions. Additional Information This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the position. Employees may be required to perform other job-related duties as assigned, consistent with business needs and the skills and experience of the employee. This document does not create a contract of employment, either express or implied, and employment with COMC is considered "at-will." Equal Opportunity Employer COMC is an Equal Opportunity Employer and is committed to fostering an inclusive, diverse workplace. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, age, national origin, disability, veteran status, or any other protected status in accordance with applicable federal, state, or local laws. We strongly encourage individuals from all backgrounds to apply.

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