Remote-First Director of Customer Success

SpringTime Ventures; United States; Remote; USD 130,000 - 150,000; Full time

Benefits offered by this job

Health benefits

401(k) with company match

PTO and holidays

Remote-first flexibility

Mental health support

Life, disability insurance

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer success leadership

Revenue retention ownership

B2B SaaS

Data interpretation

Executive presence

Hands-on account ownership

Tools

SQL

Looker

Omni

Job description

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.