Director of Customer Success

About the job

This role is critical in shaping our long-term success by developing programs and practices to enhance our customer engagement and support. Our Customer Success team coordinates the post-sale experience for Terminal 49 customers by driving product adoption, aligning resources, developing success plans, proactively mitigating risk, and identifying opportunities for expansion. This Director role will be responsible for up-leveling our CSM skillset and scaling our customer engagement alongside Terminal49's growth.

What you will do

• Provide strategic direction, development, and management of post-sales operations 
• Train the team on effective customer engagement techniques and ensure they understand our customers' needs, drive strong customer adoption, value realization, retention, expansion, and referrals
• Coach team on genuine and positive customer engagement strategies, including monthly check-ins, and developing demonstrable knowledge of customer’s business, goals, and priorities
• Ensure smooth onboarding processes for customers to quickly and effectively start using our product
• Proactively address customer issues to ensure high satisfaction and mitigate churn risk
• Increase opportunities for expansion and up-sells by creating a bridge between Sales, Product, and Customer Success teams
• Support in customer escalations by working with the customer and teams across the organization to address the issue in a mutually beneficial way
• Manage and develop CS team performance based on key metrics including onboarding efficiency, product adoption, NPS, account retention, and contract expansion
• Identify areas for process innovation and improvement to support sustained growth
• Work closely with Marketing, Sales, and Product teams to provide a seamless customer experience

Requirements

Who you are

• 7+ years in B2B software Customer Experience/Success, with 3+ years in management 
• Successful track record of designing and implementing customer success strategies that have delivered increased customer satisfaction, loyalty, and retention
• You’ve worked with early or growth stage startups
• Natural problem solver with a customer-centric mindset and bias toward action
• Strong grasp of core customer success metrics and ability to use data to inform decisions
• Strong understanding of high-value touch points with customers, including Executive Business Reviews, that drive deeper customer engagement
• Demonstrable experience of setting ambitious goals and coaching a team to attain and retain top performance
• Excellent communication and interpersonal skills, with a knack for building strong relationships with internal and external stakeholders
• Experience meeting multiple objectives in a fast-paced, start-up environment
• BA/BS degree required, MBA or other relevant advanced degree preferred

Essential Mindset & Collaboration

• Alignment with our core values: Terminal49 Values
• Intrinsic motivation to be at the forefront of Customer Success
• Desire to learn the ins and outs of global container logistics
• You love interacting with customers and helping them improve their business outcomes
• You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
• You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
• Strong written and verbal English skills to communicate with our international team

Bonus Attributes

• Experience in a distributed, remote team environment 
• Proficiency in Hubspot CRM
• You've independently led a foundational CS initiative for a SaaS product
• Previous experience in supply chain, trade, logistics, trucking, and/or transportation
• BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

Benefits

• 401K plan
• Equity
• Comprehensive Medical, Dental, & Vision Insurance
• Paid time off and sick leave 
• FSA, Dependent Care FSA and HSA