[Hiring] Senior Customer Excellence Manager @Cargobase

Role Description

The Senior Customer Excellence Manager owns the full post-sales customer lifecycle, with accountability for onboarding, implementation, platform support, ongoing success, and commercial expansion within existing accounts. This role leads a global team of generalist Customer Excellence Consultants and is responsible not only for delivery quality and customer outcomes, but also for retention, expansion readiness, and revenue protection post-sale. The role operates at the intersection of delivery, customer value realization, and commercial outcomes, ensuring customers adopt broadly, expand intentionally, and remain long-term strategic accounts.

Key Responsibilities

• Team Leadership & Development
  • Lead, mentor, and grow a global team of Customer Excellence Consultants across all levels.
  • Define clear expectations for consultants across delivery excellence, customer ownership, and commercial awareness.
  • Build career paths, conduct performance reviews, and promote a culture of accountability and collaboration.
  • Ensure consultants can manage technical implementation and identify expansion signals and upsell readiness during engagements.
• Implementation Ownership
  • Oversee the successful implementation of the Cargobase platform for new customers, ensuring a smooth and timely onboarding process.
  • Define and maintain implementation frameworks, playbooks, timelines, and quality standards.
  • Coordinate cross-functional collaboration with Product, Engineering, and Sales to address blockers, ensure customer readiness, and meet go-live commitments.
  • Ensure implementations are designed to support future scope expansion, integrations, and volume growth.
• Customer Experience Management
  • Ensure a seamless and unified post-sales experience covering onboarding, support, and success.
  • Establish team workflows to deliver timely support responses, effective issue resolution, and proactive account engagement.
  • Develop structured customer touchpoints and lifecycle strategies that scale across regions and customer types.
  • Track and optimize customer health metrics (e.g., NPS, CES, adoption rates, time-to-resolution).
  • Ensure Customer Excellence acts as the primary signal source for churn risk, upsell timing, and account growth opportunities.
• Commercial Expansion & Revenue Impact
  • Partner with Sales to support account expansion, renewals, and commercial growth within existing customers.
  • Ensure Customer Excellence identifies, qualifies, and documents expansion opportunities (additional lanes, volumes, modules, regions).
  • Establish clear ownership boundaries and handoff models between Customer Excellence and Sales for upsell execution.
  • Drive expansion readiness by ensuring customers are operationally stable, adopted, and value-aligned before commercial discussions.
  • Track and report post-sales commercial metrics, including retention, expansion contribution, and at-risk revenue.
  • Embed commercial thinking into Customer Excellence processes without compromising customer trust or delivery quality.
• Process & Operational Excellence
  • Own and continuously improve the Customer Excellence Playbook.
  • Implement systems, SLAs, and metrics to manage workload, track performance, and improve response quality.
  • Support rollout and usage of internal tools, knowledge base, ticketing, and self-service resources.
  • Identify efficiency opportunities through data insights and team feedback.
• Internal & Cross-Functional Collaboration
  • Act as the senior voice of the customer across the company, bringing insights to Product, Engineering, and Sales teams.
  • Drive post-implementation feedback loops to influence product improvements.
  • Partner with Sales to support account expansion and retention strategies.
  • Contribute to strategic planning for scaling the customer experience function.

Qualifications

• 6-8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support.
• 3+ years in a team leadership or management role, ideally within SaaS, logistics, or B2B platforms.
• Demonstrated ownership of customer lifecycle outcomes including retention and expansion.
• Comfortable in spreadsheet software (Excel, Google Sheets) and BI solutions (PowerBI, Metabase, Qlik).
• Familiarity with practical applications of AI in business workflows is a big plus.
• Proven track record of owning and improving customer onboarding and implementation processes.
• Structured management of customer relationships, support cases, and follow-ups.
• Effective coordination of cross-functional projects and implementations.
• Clear, scalable documentation for customers and internal teams.
• Experience working with enterprise systems and integrations is a plus.
• Knowledge of supply chain/freight forwarding background is a plus.

Benefits

• 21 days annual leave plus all national public holidays.
• Additional Years of Service Leave.
• Flexible wellness benefit for gym memberships and more.
• Remote work from South Africa.
• Opportunity to work in a fast-growing global technology company with strong career growth potential.