Customer Growth Director

At Archive, we believe great products should live many lives. We build the technology that powers branded resale for some of the world’s most beloved companies, including Lululemon, The North Face, New Balance, Dr. Martens, Peloton, and 50+ others. Our platform makes it easy for brands to keep products in circulation and for customers to shop secondhand with confidence.

The secondhand market is growing three times faster than traditional retail and is projected to reach $350B globally by 2028. We’re building the infrastructure behind that shift, helping brands turn resale into a meaningful part of their business and helping consumers rethink how they shop. If you’re excited to change consumer behavior for the better, we’d love to meet you.

About the role…

You'll own the GMV outcome for a portfolio of Archive's largest brand partners, and the VP+ relationships that drive it. This is a high-judgment, relationship-first role for someone who's run real commercial negotiations, navigated hard executive conversations, and made the call on what matters without waiting for a playbook. If you've owned revenue outcomes at the enterprise level, get energized by high-stakes relationships where the calls actually matter, and want to shape how a category-defining company grows its biggest accounts, this is for you.

Responsibilities

Executive relationship ownership

• Build and maintain relationships with senior brand stakeholders (Director through VP+), including QBRs, executive dinners, on-sites, and conference presence

• Read political dynamics, anticipate org shifts, and position Archive strategically inside each brand

• Identify and cultivate expansion champions across teams within the org

• Navigate difficult conversations; missed targets, scope disputes, and escalations

Commercial strategy

• Own renewal strategy, timing, and negotiation across your portfolio

• Lead expansion conversations across program types, supply sources, and solutions (e.g., peer-to-peer, new categories)

• Build the strategic growth thesis for each brand and sell it to brand leadership

• Develop business cases for strategic bets and pitch upsells

• Partner with Sales and Commercial leadership on contract motions and pricing

Strategic prioritization

• Identify the 2–3 big bets per account per quarter and make the case for what to deprioritize

• Pattern-match across seasonality, brand initiatives, and macro trends to surface what actually matters

• Serve as the judgment layer on performance: what to escalate, what to let ride, and when to push

Internal quarterbacking

• Pull in Implementation, Product, Ops, CX, and Marketing when an account needs them

• Escalate platform limitations internally with clear context and urgency

• Be the single point of accountability, in the wins and the escalations

Methodology and team leverage

• Own Customer Growth methodology: operating rhythms, brand planning frameworks, escalation models, and renewal playbooks

• Advise team members on complex or advanced cases

• Codify best practices and shape how the team approaches brand growth

Requirements

• 6+ years owning revenue outcomes in enterprise account management, customer success, or commercial roles, ideally with $XM+ portfolios

• Proven track record landing and expanding VP+ relationships at enterprise or mid-market brands

• Experience owning commercial negotiations; renewals, expansions, contract motions

• Strong commercial acumen: ability to build business cases, develop growth theses, and drive pricing conversations

• Comfort making judgment calls and setting priorities without a playbook

• Experience working cross-functionally to drive outcomes across product, ops, and go-to-market teams

• Exceptional communicator, able to adapt the narrative for executive audiences.

Bonus requirements

• Experience in e-commerce, retail, or the resale/recommerce industry

• Background in a high-growth B2B SaaS or marketplace environment

• Experience building team methodology; playbooks, escalation frameworks, or account planning processes

The expected annual base salary range for this position is $160,000 to $180,000 USD, plus variable compensation targeted at 20% to 30% of base salary at plan. Compensation varies based on a variety of factors which include (but aren’t limited to) such as role level, skills and competencies, qualifications, knowledge, location, and experience. In addition to base pay, certain roles are eligible for equity as well, and all employees are eligible for a full benefits package including employee and dependent healthcare and 401(k) enrollment.

Archive is a Series B company backed by Lightspeed Venture Partners, Energize Capital, and Bain Capital Ventures, and was named Fast Company's #2 Most Innovative Company in Retail in 2024. We're a small team with low egos and high agency, working on a problem that actually matters- and having a lot of fun doing it.

This is a remote role open across the continental US. We have offices in New York and the SF Bay Area, with hybrid options for those nearby.

We consider applicants of all backgrounds. If you are excited about what we're building but don't meet some of the criteria above, please don't let that discourage you from applying. Please note that we are unable to accept applications from candidates outside of the US at this time.