Why work at Logiwa?

Logiwa is a rocket headed straight for the moon! Since 2017 we've grown to become the leading provider of cloud-powered ordering and fulfillment software for B2C and Direct-to-Consumer companies in an industry that’s growing by leaps and bounds. As e-commerce continues to take off, the sky is not even the limit for us.

If you’re looking for a place where your career can take off, for a company that is passionate about their people, and for products that are helping redefine the way companies do business, then we’re looking for you!

We provide a fun, inclusive, and collaborative environment with endless opportunities for growth. Whoever you are–rocket enthusiast, mountaineer, chess master, or Netflix binger–come find your place with us here at Logiwa. Take a look and see how you can contribute to this fast-growing team.

The Job Details

As Logiwa’s VP of Customer Success & Operations, you’ll be responsible for leading, expanding, and mentoring our Customer Success, Customer Onboarding, and Technical Support teams. You’ll help define our customers’ journey from onboarding and training through support and ensure your teams are set up to scale with our ambitious revenue goals. 

The ideal candidate has several years’ experience building and motivating high-achieving teams at a B2B SaaS business. We are looking for someone with a strong strategic vision and a true love of customers who will be an advocate for a customer-centric mindset throughout Logiwa. 

What You’ll Do: 

• Lead, expand, and mentor the Customer Success, Onboarding and Technical Support teams by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team
• Drive customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
• Architect the customer success, onboarding and support organization to leverage and scale in support of our revenue ambitions as well as efficient operations, including striking the right balance for the services and support offered to our broad range of customer segments.
• Build a global professional services organization to support customers from onboarding and training through technical support.
• Build an ecosystem of 3rd party system integrators for services scale and project delivery as part of major deployment and scaling Logiwa overall operations.
• Partner very closely with our sales teams to engage with leaders at prospective customers and existing customers to define goals and leverage our products and services to achieve them.

You Have:

• 8-10 years of professional experience managing a CS function in the B2B SaaS space
• Demonstrated progressive experience in a Customer Success and/or Professional Services and/or Customer Operations leadership role. Sales experience will also be considered
• Experience building and managing large (25+ employees) Customer Success and or Professional Services and/or Customer Operations teams in a fast-paced, dynamic environment
• A track record of developing and mentoring great talent, and building and motivating high achieving teams
• The ability to architect services and support delivery models that align with current customer segments, deliver customer value and scale with growth projections
• Technical and B2B SaaS experience and an ability to speak to technical customers in their language
• Empathy, humility and listening skills, and the ability to communicate well at a variety of levels: directly with customers, with individuals, with internal teams, with external partners, and at industry-level events
• The skills to be a data-driven decision maker, with a willingness to experiment and iterate
• Understanding of the balance between internal services, external partners and how to use both effectively to support customers and grow quickly
• Experience collaborating effectively and driving productive cross-functional initiatives