Head of Customer Success

cargo.one; Berlin; Vor Ort; EUR 90.000 - 120.000; Vollzeit

Zusammenfassung

A logistics technology company is seeking a Head of Customer Success & Expansion in Berlin. The role involves leading account management and customer success teams, focusing on customer retention and driving expansion. Ideal candidates will have 8 years of experience in customer success or SaaS leadership. The position offers a remote-first environment with freedom to innovate and impact the air cargo industry.

Leistungen

Freedom to innovate

Collaborative environment

Remote flexibility

Qualifikationen

• 8 years in customer success or post-sales leadership in SaaS or technology.
• Experience in logistics or freight forwarding is a plus but not required.

Aufgaben

• Lead and inspire high-performing teams across Enterprise and SMB.
• Own and exceed NRR goals focusing on retention and expansion.
• Develop scalable processes and automation for customer success.
• Leverage customer feedback for product development.

Kenntnisse

Customer success

Account management

Stakeholder management

Communication

Data analysis

Jobbeschreibung

Overview

Head of Customer Success & Expansion

is transforming how freight forwarders access quote book and manage air cargo capacity. As a remote-first high-growth company were passionate about ownership customer obsession and data-driven execution. Join us as we redefine the future of global logistics.

The Opportunity

As Head of / VP Customer Success & Expansion youll shape and execute our post-sale strategy for both SMB and Enterprise customers. Reporting directly to the CCO youll lead two ambitious high-impact teams Account Management and Customer Success to deliver world-class customer outcomes maximize Net Revenue Retention (NRR) and drive expansion within existing accounts. Youll collaborate closely with Sales Product Marketing and Finance influencing the direction of our platform and the experience of our customers worldwide.

What Youll Do

• Lead and inspire: Build mentor and scale high-performing teams across Enterprise and SMB fostering a culture of learning ownership and growth.
• Drive customer outcomes: Own and exceed NRR goals focusing on retention expansion and churn mitigation through data-driven strategies.
• Streamline and innovate: Develop scalable processes playbooks and automation to optimize onboarding account management and customer success.
• Champion customer insights: Leverage customer feedback and usage data to inform product development and strategic decisions.
• Collaborate and influence: Partner with the CCO and cross-functional leaders to shape our customer journey and go-to-market strategy.

Success in Your First Year

• Youve consistently hit or exceeded NRR targets for both SMB and Enterprise segments.
• Your teams operate with clear goals scalable processes and high morale.
• Youve established robust feedback loops between customers and product resulting in measurable improvements.
• Customers consistently report high satisfaction and engagement.

What You Bring

• 8 years in customer success account management or post-sales leadership in SaaS or technology including 3-5 years in senior roles.
• Proven success owning NRR retention and expansion targets across diverse customer segments.
• Experience building and scaling teams and processes in fast-growth or startup environments.
• Analytical mindset; comfortable with dashboards segmentation and forecasting.
• Outstanding communication and stakeholder management skills.
• Experience in logistics supply chain or freight forwarding is a plus but not required.
• Comfortable leading remote distributed teams.

Why Join Us

• Make your mark: Directly shape customer-led growth as a core pillar of our business.
• Autonomy: Freedom to build iterate and innovate.
• Culture: Collaborative transparent and feedback-driven environment.
• Remote-first: Flexibility to work with talented teams across the globe.
• Impact: Help redefine the future of air cargo.

Ready to help build the future of air cargo. Join and lead the charge in customer success and expansion.

Required Experience :

• Director

Key Skills

• Marketing & Promotions, Attorney At Law, Jni, Airlines, Art

Employment Type : Full-Time

Department / Functional Area : Sales

Experience : years

Vacancy : 1