Join a venture backed growth stage start-up, in hyper growth mode, disrupting the massive 4.8T global shipping and cross border ecommerce space. Our mission is to make every brand a global brand, by making international shipping and returns easy, affordable and friction-free. We power the world’s high-growth DTC brands and 3PLs worldwide. Work with a stellar team that raises the bar on innovation, is committed to our customers’ and partners’ success, fast-paced, inclusive and collaborative team environment, with plenty of opportunity to learn and grow.

The Customer Success Leader plays a crucial role in overseeing the day-to-day operations of a team of Customer Success Managers (CSMs). This position blends leadership with hands-on involvement, ensuring that the team meets customer satisfaction goals, drives customer retention, and supports the overall objectives of the Customer Success department. The customer success leader also acts as a key liaison between the CSMs and senior leadership, providing guidance, ensuring the team adheres to best practices, and helping manage complex customer relationships. Candidate must be experienced in working in eCommerce, shipping/logistics, and MM - ENT customer success leadership.

Team Leadership & Mentorship:

· Lead a team of Customer Success Managers (CSMs): Oversee the daily activities and performance of your team, ensuring that they are meeting or exceeding key metrics, including customer satisfaction, retention, and growth.

· Provide mentorship and coaching: Offer ongoing guidance and support to team members to foster their professional growth and development, including leveling up strategic engagement within enterprise environments. Act as a resource for resolving challenges and answering questions.

· Monitor team performance: Regularly review team performance against KPIs, such as Net Promoter Score (NPS), customer satisfaction (CSAT), renewals, churn, and upsells. Provide feedback and coaching to improve results.

· Foster a collaborative environment: Encourage team collaboration and knowledge-sharing to promote continuous learning and best practices.

Customer Relationship Management:

· Support and oversee customer interactions: Act as the point of escalation for complex customer issues or high-priority accounts. Work with the team to resolve escalated customer complaints or challenges.

· Ensure customer satisfaction: Monitor customer health and satisfaction across the team’s portfolio and work proactively to prevent churn and ensure long-term customer success.

· Strategic account management: In addition to overseeing the team's work, the Sr. Lead may directly manage a portfolio of high-value or strategically important accounts, providing tailored guidance to ensure these clients achieve their goals.

Operational Efficiency & Process Improvement:

· Ensure process adherence: Ensure that your team follows established customer success processes, workflows, and best practices to drive efficiency and consistency in customer outcomes.

· Identify process improvements: Collaborate with CX leadership and CX ops to identify and implement process improvements, tools, or workflows that help the team deliver better results more effectively.

· Support onboarding and adoption: Ensure customers are successfully onboarded and adopting the product or service according to best practices, ensuring early engagement and satisfaction.

Collaboration with Cross-Functional Teams:

· Cross-functional collaboration: Work closely with other departments like Sales, Marketing, Product, and Support to ensure the Customer Success team is aligned with company-wide initiatives and customer needs. Share insights on customer trends, pain points, and potential upsell opportunities.

· Provide feedback to Product: Be the voice of the customer for product direction. Distill customer feedback, product requests, and any challenges into product asks

with business cases to the product or engineering teams to improve the product offering and overall customer experience.

· Drive customer renewals and upsells: Identify expansion opportunities, renewals, and potential upsell/cross-sell opportunities for all customers.

Training & Development:

· Onboard new team members: Support the onboarding process for new hires within the Customer Success team, providing training on tools, processes, and best practices.

· Conduct regular training sessions: Organize training and development opportunities for the team, covering new product features, customer success methodologies, and soft skills like communication and problem-solving.

Reporting & Analytics:

· Track and report on team performance: Use CRM and customer success tools (e.g., Salesforce, Planhat etc.) to monitor and report on key performance indicators (KPIs) for the team.

· Provide regular updates to senior leadership: Report on team progress, customer success metrics, and any emerging trends or risks to senior leadership to inform business strategy and decision-making.

Customer Success Advocacy:

· Act as a customer advocate: Champion customer needs internally, ensuring that their voices are heard and their needs are considered in decision-making processes.

· Create and maintain customer success documentation: Help create and refine knowledge resources for the team, such as process documentation, best practices, and customer success playbooks.

Experience:

• 5+ years in SaaS, logistics or ecommerce enablement required.
• 3+ years in a customer-facing role with experience managing MM & ENT accounts
• 1+ year of experience in a Customer Success leadership role
• Experience in a 3PL environment strongly preferred

Skills:

• Excellent leadership, communication, coaching, and mentoring skills.
• Strong customer obsession and relationship-building skills.
• Analytical mindset with the ability to review data and derive actionable insights.
• Strong problem-solving abilities and the ability to manage complex customer issues.
• Ability to thrive in a fast-paced environment and manage multiple priorities simultaneously.

Key Attributes:

• Leadership: Able to guide, inspire, and support a team of customer success professionals to achieve both individual and collective goals.
• Customer-Centric: Always prioritize the customer’s needs while balancing business objectives and team capabilities.
• Collaboration: Comfortable working cross-functionally and communicating effectively with multiple teams to solve problems and create solutions.
• Proactive: Identifying issues and opportunities before they become problems, driving both immediate and long-term customer success.
• Results-Oriented: Focused on achieving KPIs and goals, with a track record of delivering measurable results.