[Hiring] Director of Customer Success @CLEARJET INC.

Role Description

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.

Qualifications

• 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.

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.