Senior Director, Customer Success - Remote Growth

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

Ventajas ofrecidas por este puesto de trabajo

Health benefits

Life insurance

Disability coverage

PTO 15 days

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 team as the third member, reporting to Head of Customer Success, with a path to leadership as we grow.

You will partner with Sales, Operations, Product, and Finance to drive revenue, retention, and customer value, while building scalable processes in a remote-first environment.

Formación

• 7+ years in customer success, account management, or client services.
• 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: shipment performance metrics and SLA reports.

Responsabilidades

• Own a revenue and retention target across your book of accounts.
• Monitor delivery performance and uphold service standards.
• Develop scalable onboarding from integration to first weeks of volume.
• Advocate for customers, working with Operations and Product to improve service.
• Lead executive business reviews with key accounts on delivery, SLA, and cost savings.
• Manage escalations, SLAs, and claims with Finance and Operations.
• Define and report on customer health metrics and churn risk.
• Use AI to automate health reporting, QBR prep, and ticket triage.

Conocimientos

Customer success

Revenue retention

Executive presence

Stakeholder management

SQL

Herramientas

SQL

Descripción del empleo

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 team as the third member, reporting to Head of Customer Success, with a path to leadership as we grow.

You will partner with Sales, Operations, Product, and Finance to drive revenue, retention, and customer value, while building scalable processes in a remote-first environment.