Director of Customer Success

Tandem Inc.; United States; A distancia; USD 130.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive pay

Health benefits

Life insurance

Disability

PTO 15 days

Holidays 10

Retirement 401k match

Employee assistance program

Pre-tax FSA

Remote-first flexibility

Descripción de la vacante

ClearJet is hiring a Director of Customer Success to own post-sale experience for e-commerce shippers, from onboarding through renewal and expansion. You will join a small but growing CS team as its third member, reporting to the Head of Customer Success, with a path to building and leading a scalable CS function.

You will partner with Sales, Operations, Product, and Finance to drive revenue retention, service reliability, and customer value.

Formación

• 7+ years in customer success or related roles with revenue ownership.
• Experience in logistics or B2B SaaS serving e-commerce brands.
• Proven ability to drive retention and grow revenue with existing customers.
• Ability to translate shipment data and SLA reports into actionable plans.

Responsabilidades

• Own revenue and retention targets across accounts.
• Deliver operational excellence and monitor delivery performance.
• Build scalable onboarding from integration to first weeks of volume.
• Advocate for customers with Operations and Product teams.
• Lead executive business reviews on delivery, transits, SLA, and cost savings.
• Manage escalations and SLA claims with Finance and Operations.
• Define and report customer health metrics and dashboards.
• Use AI to automate health reporting and triage processes.

Conocimientos

Revenue retention ownership

Onboarding & setup

Operational data literacy

Executive presence

SLA management

AI in CS

Herramientas

SQL

Looker

Omni

Descripción del empleo

About ClearJet

ClearJet is a Series B parcel logistics company changing how packages move. Instead of building new infrastructure, we connect the underutilized capacity already sitting in existing shipping networks with modern technology, so our e-commerce customers get faster, more reliable middle-mile and express delivery at a better cost than the incumbents. We're a lean, execution-focused, remote-first team, and we use AI in our everyday work to move faster.

The Role

We're hiring a Director of Customer Success to own the post-sale experience for ClearJet's e-commerce shippers, from onboarding through renewal and expansion. As we grow, we need a senior operator who keeps service reliable and makes sure every account sees the value of shipping with us. You'll join a team of two as its third member, reporting to our Head of Customer Success. This is a senior individual contributor role today, with a clear path to building and leading a team as we grow. You'll partner closely with Sales, Operations, Product, and Finance.

What You'll Do

• Own a revenue and retention number. Carry a target for gross and net revenue retention across your book of accounts by spotting at-risk customers early, running renewals, and partnering with Sales on volume growth and new lanes.
• Deliver operational excellence. Monitor delivery performance, catch problems early, and hold ClearJet to the service standard our customers expect.
• Build a scalable onboarding motion. Get new shippers live quickly and cleanly, from integration and label setup through their first weeks of volume, so they hit their delivery goals from day one.
• Be the customer's advocate inside ClearJet. Work with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring customer feedback into network and product improvements.
• Run executive business reviews. Lead regular performance reviews with key accounts covering on-time delivery, transit times, SLA performance, and cost savings, and use them to deepen relationships.
• Manage escalations, SLAs, and claims. Own the escalation path for service failures and SLA claims, working with Finance and Operations to resolve them fairly and quickly while protecting the relationship.
• Define and report on CS metrics. Build the playbooks, health scores, and dashboards that give leadership a clear view of customer health and churn risk, and that will scale as the team grows.
• Use AI to work smarter. Automate account health reporting, QBR prep, and ticket triage, and find where AI can remove manual work so the team spends more time with customers.

What You Bring

• 7+ years in customer success, account management, or client services, including ownership of a revenue or retention target.
• Experience in logistics, parcel shipping, or B2B SaaS serving e-commerce brands.
• A track record of improving retention and growing revenue within an existing customer base.
• Comfort working with operational data: you can read shipment performance metrics and SLA reports and turn them into clear stories and action plans for customers.
• Strong executive presence and calm, candid handling of tough service conversations.
• Comfort being hands-on: you enjoy owning accounts directly while also building the CS processes a small, fast-growing team needs.

Nice to Have

• Experience with middle-mile or regional carrier networks, shipping integrations, or multi-carrier platforms.
• Experience managing or mentoring others, and interest in leading a team.
• Hands-on experience using SQL or BI tools (e.g., Omni, Looker) to analyze customer data.
• Experience with SLA claims or carrier performance management.

Compensation & Benefits

• Competitive pay: $130,000 – $150,000 base salary, plus annual bonus eligibility
• Health benefits: a choice of medical plans (including HSA-eligible options with a company HSA contribution), plus dental and vision
• Income protection, on us: company-paid life insurance, short-term disability, and long-term disability
• Time to recharge: 15 days of PTO a year plus 10 paid holidays
• Planning for the future: 401(k) with company match
• Support when you need it: a confidential Employee Assistance Program, 24/7 virtual care, mental health support, and a personal health advocate for you and your family
• Extras: pre-tax FSA and dependent care accounts, optional supplemental coverage, pet wellness, and identity protection
• Remote-first flexibility: work from where you do your best work

At ClearJet, we believe the best ideas come from teams with different backgrounds, experiences, and ways of thinking. We're proud to be an equal opportunity employer. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, and any other characteristic protected by law, and we make hiring decisions based on skills, experience, and potential.

If you need an accommodation at any point in the application or interview process, please reach out to [e-mail].