Senior Customer Excellence Manager – Logistics and Supply Chain SaaS

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Lead, mentor, and develop a worldwide team of Customer Excellence Consultants.

• Establish clear expectations regarding delivery excellence, customer ownership, and commercial awareness.

• Create career development paths, carry out performance evaluations, and foster accountability and collaboration.

• Oversee the deployment of the Cargobase platform for new clients.

• Maintain implementation frameworks, playbooks, timelines, and quality benchmarks.

• Collaborate with Product, Engineering, and Sales to resolve obstacles and fulfill go-live commitments.

• Ensure that implementations facilitate future scope expansion, integrations, and growth in volume.

• Manage the post-sales experience, including onboarding, support, and customer success initiatives.

• Establish workflows for timely support, issue resolution, and proactive engagement with accounts.

• Develop scalable customer touchpoints and lifecycle strategies.

• Monitor and optimize customer health metrics, such as NPS, CES, adoption rates, and time-to-resolution.

• Identify risks of churn, timing for upsells, and opportunities for account growth.

• Collaborate with Sales on expansion strategies, renewals, and commercial growth initiatives.

• Identify, qualify, and document opportunities for expansion.

• Define ownership boundaries and handoff models between Customer Excellence and Sales teams.

• Monitor and report on retention, contributions from expansion, and at-risk revenue.

• Own and enhance the Customer Excellence Playbook.

• Implement systems, SLAs, and metrics to effectively manage workload and performance.

• Support internal tools, knowledge bases, ticketing systems, and self-service resources.

• Provide customer insights to Product, Engineering, and Sales teams.

• Drive feedback loops to influence enhancements to products.

• Contribute to strategic planning aimed at scaling the customer experience function.

⛳️ Requirements

• 6–8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support.

• 3+ years in a leadership or management role, preferably in SaaS, logistics, or B2B platforms.

• Proven track record of taking ownership of customer lifecycle outcomes, including retention and expansion.

• Proficient with spreadsheet software (Excel, Google Sheets) and BI tools (PowerBI, Metabase, Qlik).

• Familiarity with practical applications of AI in business workflows is highly advantageous.

• Established history of improving customer onboarding and implementation processes.

• Structured management of customer relationships, support cases, and follow-ups.

• Effective coordination of cross-functional projects and implementations.

• Ability to create clear, scalable documentation for customers and internal teams.

• Experience with enterprise systems and integrations is a plus.

• Knowledge of supply chain or freight forwarding is beneficial.

🏝️ Benefits

• 21 days of annual leave in addition to all national public holidays.

• Additional Years of Service Leave.

• Flexible wellness benefits for gym memberships and other wellness activities.

• Option to work remotely from South Africa.

• Opportunity to be part of a rapidly growing global technology company with significant career advancement potential.