Vice President of Customer Success – Account Management

Role Overview

• Recruit, hire, and mentor a high-performing team of Customer Success Managers (CSMs) to support our customers.
• Establish our baseline customer success strategy and create comprehensive playbooks to standardize onboarding, adoption, and renewal processes.
• Own the end-to-end customer relationship post-sale, ensuring a seamless transition from sales to support and long-term success.
• Design and implement account segmentation and tiering models to ensure appropriate resource allocation and service levels for different customer profiles.
• Work with/lead cross-functional teams (Sales, Product, Engineering) to advocate for customer needs and transform business challenges into solution configurations that enhance our value proposition.
• Develop and maintain health-score modeling tools. Analyze customer data sets to predict churn, identify expansion opportunities, and drive Net Promoter Scores (NPS) and Net Revenue Retention (NRR).
• Produce clear and concise executive communication (written, presentation, customer) regarding the health of the customer base and strategic account plans.
• Assist the sales team during the pre-sales process to answer questions about the post-sale experience and assist with proposal development where necessary.

Requirements

• Bachelor's degree required, Advanced degree preferred.
• Minimum 15 years of experience in Customer Success or Account Management, ideally within a Logistics, SaaS, or technology environment.
• Demonstrated leadership experience with cross-functional teams; proven track record of building and scaling teams from scratch.
• Experience with financial analysis, business case justification, and defining customer journey maps.
• Possess extremely strong analytical and problem-solving skills, with the ability to use data modeling to justify segmentation and tiering decisions.
• Strong presentation skills with the confidence to present to large, executive-level audiences, both internally and with clients.
• Demonstrated ability to work in a rapidly changing startup environment and adapt strategies as the business evolves.
• Strong sales and customer service skills with a commercial instinct for identifying upsell and cross-sell opportunities.
• Excellent team player, able to work professionally with members of various internal teams including Product, Engineering, and Sales.

Benefits

• Travel could be required 60% of the time or less to active launch sites, vendor locations, and operational facilities across the U.S.
• Employee must have a valid driver’s license and the ability to travel frequently by air and ground; extended onsite presence during launch cycles is expected.
• Employee must maintain a personal credit card for travel-related expenses, which will be reimbursed on a bi-weekly basis.
• Work at launch sites may involve steep stairs, elevated walkways, and frequent movement through multilevel automation structures.
• Regular exposure to heights and elevated railings; must be comfortable working safely in these conditions.
• Subject to varying environmental conditions, with protection from weather but not necessarily temperature changes; must be capable of working in temperatures ranging from 105° to 32°F.
• May be present at active construction sites requiring PPE, including hard hat, safety vest, safety glasses, steel-toe shoes, ear protection, and fall protection (e.g., safety harness).
• Frequent ability to safely lift up to 50 lbs and move items weighing up to 80 lbs as needed to support launch operations.
• Ability to stand and walk for 10–12 hours during site activities; frequent reaching, climbing, bending, balancing, stooping, kneeling, crouching, and navigating restrictive areas (as narrow as 24 inches).
• Must be capable of consistent physical activity including feeling, seeing, hearing, pushing, pulling, gripping, climbing, crawling, and repetitive movements using both hands and feet.
• Must comply with all EXOL safety standards and protocols, including but not limited to Lockout/Tagout (LOTO) and fall protection requirements.