Director, Customer Success

This is a fully remote position, open to applicants in United States.

📋 Description

• Create and implement customer success strategies aimed at enhancing retention, satisfaction, account growth, and long-term value for customers.

• Supervise, mentor, and develop a team of three Customer Success Experts catering to B2B, D2C, and Transportation customer segments.

• Develop scalable customer success frameworks, including playbooks, operating rhythms, segmentation, tiering, account planning standards, and performance metrics.

• Advocate for Voice of the Customer initiatives and utilize feedback to facilitate business enhancements.

• Cultivate executive-level customer relationships and act as a trusted strategic advisor.

• Lead executive business reviews and strategic planning for accounts.

• Propel initiatives aimed at customer retention, net revenue retention, customer health, and account growth.

• Collaborate with Sales, Finance, Legal, Operations, Engineering, and Technology on renewals, pricing, SOWs, commercial opportunities, KPIs, and SLAs.

• Oversee customer health, operational performance, and success metrics while identifying and addressing risks and opportunities.

• Act as the executive escalation point for critical customer issues.

• Promote continuous improvement through automation, process optimization, and data-driven decision-making.

• Establish governance and best practices for onboarding, implementation, and adoption programs.

• Ensure customers achieve quantifiable business outcomes and derive maximum value from Exol's Robotic Logistics Platform™.

• Assist with additional projects and responsibilities as assigned.

⛳️ Requirements

• Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related discipline.

• At least 15 years of progressive experience in customer success, strategic account management, logistics, transportation, supply chain, or related leadership roles facing customers.

• Minimum of 5 years of experience in customer success, account management, operations, or leading commercial teams.

• Proven experience managing enterprise customer relationships and engaging with executive stakeholders.

• Experience in supporting contract renewals, commercial agreements, and initiatives for customer growth.

• Preferred experience within a 3PL, transportation, warehouse automation, supply chain technology, robotics, SaaS, manufacturing, or distribution setting.

• Strong executive presence with outstanding communication, negotiation, strategic planning, and leadership abilities.

• Demonstrated capacity to drive customer retention, account growth, and satisfaction.

• Excellent organizational and project management skills with the capability to handle multiple priorities.

• Data-driven approach with experience in utilizing customer metrics, dashboards, and analytics to guide business decisions.

• Ability to excel in a fast-paced, high-growth environment.

• Candidates must possess a valid driver's license and the capacity to drive and/or fly to client and other customer locations.

🏝️ Benefits

• Up to 50% travel may be required.

• Valid driver's license and ability to drive and/or fly to client and other customer locations.

• Company reimbursement of personally managed expenses on a bi-weekly basis.