Customer Excellence Leader

At eShipz, helping businesses streamline their logistics isn’t just what we do — it’s who we are.
Our platform powers smarter shipping for companies of all sizes, ensuring speed, accuracy, and exceptional customer experiences.

As we scale rapidly, we’re looking for a Customer Excellence Leader who can lead from the front, build strong customer relationships, elevate product adoption, and turn every client into a long-term partner.

If you thrive on making customers successful, building high-performing teams, and shaping strategy in a fast-growing SaaS environment — you’re exactly who we want.

You’re a Great Fit If You:

• Are a natural relationship builder who earns trust effortlessly
• Think strategically but act with deep empathy for customers
• Use data to drive decisions, not assumptions
• Can coach, mentor, and grow a CS team into a high-performance unit
• Are the go-to person in escalations and complex customer scenarios
• Always think long-term — focusing on retention, adoption, and expansion

In This Role, You Will Lead & Own:

💼 Leadership & Strategy

• Build, lead, and scale the entire Customer Success function
• Drive retention, expansion, and value-realization strategies
• Create a customer-centric vision that aligns with company goals

🤝 Customer Relationship Management

• Build strong, strategic relationships with key customers
• Handle escalations and ensure a smooth, positive customer experience
• Identify opportunities for higher value engagement

👥 Team Development

• Mentor, coach, and empower the CS team
• Set clear goals, perform evaluations, and strengthen team capabilities
• Foster a culture of ownership, collaboration, and customer-first thinking

📈 Retention, Engagement & Growth

• Build playbooks that improve retention and customer health
• Identify upsell and cross-sell opportunities in collaboration with Sales
• Implement strategies to increase engagement and product adoption

📊 Data-Driven Improvements

• Own and analyze customer success metrics (NPS, churn, CSAT, adoption, etc.)
• Use insights to refine processes and enhance customer experience

🤝 Cross-Functional Collaboration

• Partner with Product, Sales, and Support to streamline onboarding, adoption, and support journeys
• Advocate for customer needs and influence product roadmap decisions

⚙️ Process Excellence

• Improve workflows, tools, and CS operations for scale
• Build scalable systems that deliver consistent, high-quality customer experiences

What You Bring:

• 4+ years of experience in Customer Success, Account Management, or similar roles (SaaS or logistics preferred)
• Strong leadership background with experience growing and managing teams
• Excellent communication, stakeholder management, and negotiation skills
• A data-driven mindset with strong knowledge of customer success metrics
• Ability to handle escalations, solve complex customer issues, and drive outcomes
• Experience in fast-paced startup environments is a strong plus

Why Join Us?

• Lead a mission-critical function with high visibility and ownership
• Work cross-functionally with Product, Tech, Sales, and CX
• Be part of a fast-growing SaaS company shaping the future of logistics
• Accelerate your leadership career with real impact
• Work in a culture that celebrates wins and values bold ideas