Director of Customer Success

SpringTime Ventures; United States; Remote; USD 130.000 - 150.000; Vollzeit

Benefits dieser Stelle

Health benefits

401(k) with company match

PTO and holidays

Remote-first flexibility

Mental health support

Life, disability insurance

Zusammenfassung

ClearJet in the United States is seeking a Director of Customer Success to own post-sale experiences for e-commerce shippers, from onboarding through renewal. This senior IC will partner with Sales, Operations, Product, and Finance to ensure value realization across a growing book of accounts.

You'll lead onboarding, monitor SLAs, drive revenue retention, and scale CS processes as the team expands. Remote-first environment with performance-driven culture.

Qualifikationen

• 7+ years in customer success, account management, or client services with revenue/retention ownership.
• Experience in logistics, parcel shipping, or B2B SaaS serving e-commerce brands.
• Track record of improving retention and growing revenue within existing customer base.
• Ability to read shipment performance metrics and SLA reports and translate into action plans.
• Strong executive presence and calm handling of tough service conversations.
• Hands-on approach owning accounts while building scalable CS processes.

Aufgaben

• Own a revenue and retention target across your book of accounts.
• Monitor delivery performance and uphold service standards.
• Lead scalable onboarding for new shippers from integration to initial weeks of volume.
• Advocate for customers by coordinating with Operations and Product on improvements.
• Run executive business reviews covering on-time delivery, transit times, SLA performance, and cost savings.
• Manage escalations, SLAs, and claims with Finance and Operations to protect relationships.
• Define and report CS metrics with playbooks, health scores, and dashboards for leadership.
• Leverage AI to automate health reporting, QBR prep, and ticket triage.

Kenntnisse

Customer success leadership

Revenue retention ownership

B2B SaaS

Data interpretation

Executive presence

Hands-on account ownership

Tools

SQL

Looker

Omni

Jobbeschreibung

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].