Head of Customer Success at eCommerce Logistics SaaS
Lead and scale a Customer Success function that helps world-class retailers unlock value from a world class ecommerce/logistics platform.
The Company
- Award-winning digital checkout software, driving optimum eCommerce operations and retail logistics
- Trusted by 1,500+ major brand including Macy's, Gap and Selfridges to boost conversions and delivery efficiency
- Strategic partner to all major Logistics companies
- A fast-growing, people-first business with a collaborative, agile culture and a clear mission to shape the future of retail logistics
The Role
- Own and lead the full customer lifecycle, from onboarding and activation through renewals, expansion and enterprise relationships
- Build structure, processes, KPIs and playbooks that bring clarity and consistency to Customer Success at scale
- Lead, coach and grow a high-performing Customer Success team, creating a positive and accountable culture
- Work closely with Product, Engineering and Sales to embed customer insight into roadmap decisions and growth opportunities
Desired Skills and Experience
- Proven experience leading and scaling Customer Success teams in a SaaS or tech-led environment
- Strong track record of managing complex client relationships, driving retention and growing existing accounts
- Data-driven and comfortable defining success metrics, reporting, tooling and lifecycle management
- Confident communicator who thrives in cross-functional environments and builds trust quickly with customers and colleagues