project44 is revolutionizing the freight and logistics industry by applying cutting edge technologies to automate the entire lifecycle of freight shipments including quoting, scheduling, and real-time visibility. project44’s network of APIs is capable of optimizing the shipment lifecycle, empowering companies to deliver the best customer experience possible, and provide up to date data while cutting costs along the way.

Key Accountabilities

• Lead, mentor, and build the Customer Success, Onboarding, and Support teams
• Lead and develop an expanding world-class customer success team, and serve as a liaison between customers, investors and senior leadership
• Actively participate in initiatives to drive internal efficiency’s, reduce timelines and create continuous improvement
• Serve as the voice of the customer internally to project manage issues and help prioritize product requests
• Oversee the definition and optimization of the full customer lifecycle including mapping the customer journey, developing listening points and standardizing interventions to maximize client satisfaction
• Facilitate the development and execution of best-in-class customer trainings post-implementation
• Ensure appropriate level of resourcing, including 3rd parties, to meet customer needs and sales demand to maximize team utilization and effectively resolve deployment issues
• Define operational and tracking metrics for internal customer teams
• Create cadence for regular reviews and expose subsets of these metrics to the executive team, and the board 

Requirements & Preferred Skills

• Must be able to travel up to 30% on short notice
• 10+ years of experience in client services, onboarding, or project management in Enterprise SaaS business
  • At least 5+ years leading and building teams
• Experience working with fast-growth technology company, strongly preferred
• Experience with logistics, beneficial
• Experience working with enterprise SaaS
• Ability to be strategic and roll up your sleeves to accomplish what needs to be done
• Highly organized with a strong sense of urgency to meet deadlines
• Must be able to work evenings and weekends, as necessary
• Must be legally authorized to work in the United States