Director of Customer Success

About This Role

Directing the post-sale experience for ClearJet's e-commerce shippers, from onboarding through renewal and expansion, is the core of this role. The Director of Customer Success will ensure reliable service and demonstrate the value of shipping with the company to every account. This is a senior individual contributor role with a path to building and leading a team, partnering closely with Sales, Operations, Product, and Finance.

Responsibilities

• Own a revenue and retention number, carrying a target for gross and net revenue retention across your book of accounts by spotting at-risk customers early, running renewals, and partnering with Sales on volume growth and new lanes
• Deliver operational excellence by monitoring delivery performance, catching problems early, and holding ClearJet to the service standard customers expect
• Build a scalable onboarding motion to get new shippers live quickly and cleanly, from integration and label setup through their first weeks of volume, so they hit their delivery goals from day one
• Be the customer's advocate inside ClearJet, working with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring customer feedback into network and product improvements
• Run executive business reviews, leading regular performance reviews with key accounts covering on-time delivery, transit times, SLA performance, and cost savings, and using them to deepen relationships
• Manage escalations, SLAs, and claims, owning the escalation path for service failures and SLA claims, working with Finance and Operations to resolve them fairly and quickly while protecting the relationship
• Define and report on CS metrics, building the playbooks, health scores, and dashboards that give leadership a clear view of customer health and churn risk, and that will scale as the team grows
• Use AI to work smarter, automating account health reporting, QBR prep, and ticket triage, and finding where AI can remove manual work so the team spends more time with customers

Requirements

• 7+ years in customer success, account management, or client services, including ownership of a revenue or retention target
• Experience in logistics, parcel shipping, or B2B SaaS serving e-commerce brands
• A track record of improving retention and growing revenue within an existing customer base
• Comfort working with operational data: you can read shipment performance metrics and SLA reports and turn them into clear stories and action plans for customers
• Strong executive presence and calm, candid handling of tough service conversations
• Comfort being hands-on: you enjoy owning accounts directly while also building the CS processes a small, fast-growing team needs

Nice to have:

• Experience with middle-mile or regional carrier networks, shipping integrations, or multi-carrier platforms