高级客户卓越经理 - 物流与供应链SaaS
Senior Customer Excellence Manager - Logistics and Supply Chain SaaS
关于Cargobase
在Cargobase，我们构建了一个协作平台，将企业货主（如Bosch、Reckitt Benckiser、Goodyear、Ennoconn）和物流服务提供商（如DHL、DSV、FedEx）连接起来，共同应对复杂的货运操作。该平台支持完整的物流生命周期——从紧急的临时运输到长期招标，从开票和合规到报告和分析。我们的客户将Cargobase作为其日常运营中的系统使用。
Cargobase正进入增长的新阶段，正在扩展产品生态系统，现代化平台架构，并扩大全球客户基础。随着客户复杂性和商业雄心的增加，执行质量和客户成果变得至关重要。
职位概述
高级客户卓越经理负责整个售后客户生命周期，对现有客户的上手、实施、平台支持、持续成功以及商业扩展负有责任。该职位领导一个全球范围的客户卓越顾问团队，并不仅负责交付质量和客户成果，还负责售后的留存、扩展准备和收入保护。
该职位位于交付、客户价值实现和商业成果的交汇点，确保客户广泛采用、有意识地扩展，并成为长期战略客户。
主要职责
团队领导与发展
- 领导、指导并培养全球各层级的客户卓越顾问团队。
- 为顾问在交付卓越、客户归属感和商业意识方面设定明确期望。
- 建立职业路径，进行绩效评估，并推动问责和协作的文化。
- 确保顾问能够管理技术实施，并在合作过程中识别扩展信号和升级准备情况。
实施管理
- 监督新客户的Cargobase平台成功实施，确保上手过程顺畅且及时。
- 定义并维护实施框架、操作手册、时间线和质量标准。
- 协调与产品、工程和销售的跨职能合作，解决障碍，确保客户就绪，并达成上线承诺。
- 确保实施设计能够支持未来的范围扩展、集成和业务增长。
客户体验管理
查看英文原文
About Cargobase
At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) to work together across complex freight operations. The platform supports the full logistics lifecycle - from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations.
Cargobase is entering its next phase of growth, scaling its product ecosystem, modernizing platform architecture, and expanding its global customer base. As customer complexity and commercial ambition increase, execution quality and customer outcomes become business-critical.
Role Overview
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.
Education & Experience
- 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.
Originally posted on Himalayas