Head of Customer Success

5+ years of experience leading and scaling Customer Success teams
Ability to translate customer needs into product and service improvements
Proven track record working directly with executives across multiple business lines
Bias towards action, with the ability to quickly consider what long-term decisions must be made today and what can start as an MVP
A proven track record of concurrently managing multiple complex projects to completion within tight deadlines
Comfortable pulling SQL or modeling in Excel (can maintain complex spreadsheets)
Ability to operate at both high and low levels of detail

Lead the entire customer success org
Drive product alignment across customer prioritization and needs
Analyze customer usage data and key performance indicators (KPIs) to assess customer growth opportunities
Program manages the execution of strategic initiatives in partnership with cross-functional partners (Product, Sales, Marketing, Ops, Data Analytics, etc.)
Identifying opportunities to improve efficiency, productivity, and cost-effectiveness through process optimization and streamlining operations
Collaborating with other executives and departments to ensure alignment and synergy across functions, fostering cross-functional communication and collaboration
Nurture and mentor the team, establishing clear goals and fostering a spirit of collaboration and innovation

Experience in marketplaces and startups
Freight Industry background
Scaled CS teams growing from $50-100M+
Have succeeded in high-growth teams (whether in tech, operations, strategy, consulting, CS, or a related experience), and led teams to achieve audacious goals