Customer Success Leader

Terminal49, Inc

Anywhere Remote only

Full time

Business Operations

Jul 26

Full Job Description

About Terminal49

We’re Building the Most Comprehensive Ocean Freight Visibility Platform

Today, nine out of ten shipping and container managers still manually track shipments across carrier and terminal websites, then copy and paste data into spreadsheets. Rinse and repeat.

We provide real-time tracking API's and powerful, intuitive dashboards—helping them automate their workflows, save time, and save money.

Our software and APIs are used by logistics tech startups, logistics service providers (such as freight forwarders and customs brokers), trucking companies, cargo owners, and shippers.


Who You Are

We’re seeking a seasoned Customer Success Leader who is excited to define strategy and implement best practices in a new context.


The Starting Line

You’ll take over CS from Namita, our Head of Ops, with support from Ops Analyst, Fred. Our customer base includes both SMBs and enterprise conglomerates. Last quarter, we grew that base by over 25%. Our YoY customer retention is 96%, and new accounts are consistently brought in by positive word of mouth.

We’re preparing for growth stage, which means evolving.

We recently conducted our first NPS survey, mapped out new support workflows, and implemented a structured support rotation with the engineering team. Right now, we’re diving into those responses to conduct user interviews, refining our customer onboarding process, and measuring the effectiveness of these new approaches.


Your Day to Day

You’ll develop and lead our next phase of customer success. While we’re excited to share our learnings and vision, we’re more excited to hear yours. This description is intentionally open ended. You’re the expert. That’s why we’re psyched to have you on our team.

Since these are still early days, we are looking for a leader who can execute—not just delegate. You’ll bring an organized and high level view to the table but you’ll also be pretty hands-on. You see time in the trenches as an an invaluable source of insight and connection with both our market and team.


Career Growth

If your strengths and passion align with people leadership, there is opportunity to direct Customer Success at Terminal49. You might alternatively wish to pursue thought leadership, in which case we welcome CS gurus who prefer an IC track to specialize and grow with us.

Requirements

Essential Experience

  • You’ve directed customer success or led a foundational CS initiative for a SaaS product
  • You’ve implemented and refined best practices that scaled amid exponential growth cycles
  • Your past accounts and colleagues share glowing endorsements
  • You’ve actively assisted new teammates in getting up to speed

Essential Mindset & Collaboration

  • Alignment with our core values: Terminal49 Values
  • Intrinsic motivation to be at the forefront of Customer Success
  • Desire to learn the ins and outs of global container logistics
  • You love interacting with users and helping them improve their business outcomes
  • You are excited to collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
  • You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
  • You are a seasoned remote or async pro
  • Strong written and verbal English skills to communicate with our international team

Bonus Attributes:

  • You’ve worked with growth stage startups or supply chain & logistic companies
  • You’ve built, managed, and maintained world-class client-facing teams
  • 3+ hrs of overlap with PST working hours

Terminal49 is an equal opportunity employer. We welcome and encourage candidates of all backgrounds and perspectives. If you are a person with a disability and require assistance during the application process, please don’t hesitate to let us know.

Benefits

Why Join Us?

This is a golden moment at Terminal49. We’ve built out a basic service that small and large businesses now rely on to run their operations. We’ve achieved profitability. We’ve intentionally created a 100% remote culture centered on high trust and high performance.

There are a ton of challenges on the horizon, and we’re having fun rising to meet them. For many, this kind of environment is exactly why we work in startups.

Over the last 18 months, we’ve gone from zero to $2.5M ARR and are continuing to grow rapidly (mostly inbound sales) at 20+% MoM. We’re now raising our series A.

While we have a long ways to go, we’re building forward from a strong foundation. We invite you to join us in continuing to develop our roadmap and company culture.


Benefits

  • High Trust & High Performance Culture (Our Values)
  • Fully Remote & Schedule Agnostic
  • Holidays & Sick Leave + Flexible Vacation Time
  • Comprehensive Medical, Dental, & Vision Insurance
  • 401K plan Dependent care
  • FSA (employee premium paid by us)
  • Wellness Stipend
  • Equity Opportunities

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