Senior Customer Excellence Manager – Logistics 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 expectations for delivery excellence, customer ownership, and commercial awareness.

• Create career paths, conduct performance evaluations, and foster accountability and collaboration.

• Oversee the successful onboarding of new customers onto the Cargobase platform.

• Define and uphold implementation frameworks, playbooks, timelines, and quality standards.

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

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

• Guarantee a smooth post-sales experience throughout onboarding, support, and customer success.

• Develop workflows for timely support, issue resolution, and proactive account engagement.

• Create scalable customer touchpoints and lifecycle strategies.

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

• Identify churn risks, optimal upsell timing, and opportunities for account growth.

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

• Identify, assess, and document expansion opportunities including additional lanes, volumes, modules, and regions.

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

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

• Own and continually enhance the Customer Excellence Playbook.

• Implement systems, SLAs, and metrics to manage workload and improve response quality.

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

• Recognize efficiency opportunities through data insights and team feedback.

• Represent the customer perspective across Product, Engineering, and Sales.

• Drive feedback loops post-implementation to influence product enhancements.

• 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 position, preferably within SaaS, logistics, or B2B platforms.

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

• Proficiency in spreadsheet software (Excel, Google Sheets) and BI solutions (PowerBI, Metabase, Qlik).

• Familiarity with practical applications of AI in business workflows is a significant advantage.

• Demonstrated success in managing and enhancing customer onboarding and implementation processes.

• Structured approach to managing customer relationships, support cases, and follow-ups.

• Effective coordination of cross-functional projects and implementations.

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

• Experience with enterprise systems and integrations is beneficial.

• Knowledge of supply chain or freight forwarding is a plus.

🏝️ 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 more.

• Remote working opportunity from South Africa.

• Chance to work in a rapidly growing global technology company with significant career growth potential.