Director of Customer Success

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Remote, US

4 days ago Requisition

Salary Range: $ To $ Annually

Clear Jet is a Series B parcel logistics company changing how packages move. Instead of building new infrastructure, we connect the underutilized capacity already sitting in existing shipping networks with modern technology, so our e-commerce customers get faster, more reliable middle-mile and express delivery at a better cost than the incumbents. We're a lean, execution-focused, remote-first team, and we use AI in our everyday work to move faster.

We're hiring a Director of Customer Success to own the post-sale experience for Clear Jet's e-commerce shippers, from onboarding through renewal and expansion. As we grow, we need a senior operator who keeps service reliable and makes sure every account sees the value of shipping with us. You'll join a team of two as its third member, reporting to our Head of Customer Success.

This is a senior individual contributor role today, with a clear path to building and leading a team as we grow. You'll partner closely with Sales, Operations, Product, and Finance.

Own a revenue and retention number. Carry a target for gross and net revenue retention across your book of accounts by spotting at-risk customers early, running renewals, and partnering with Sales on volume growth and new lanes.

Deliver operational excellence. Monitor delivery performance, catch problems early, and hold Clear Jet to the service standard our customers expect.

Build a scalable onboarding motion. Get new shippers live quickly and cleanly, from integration and label setup through their first weeks of volume, so they hit their delivery goals from day one.

Be the customer's advocate inside Clear Jet. Work with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring customer feedback into network and product improvements.

Run executive business reviews. Lead regular performance reviews with key accounts covering on-time delivery, transit times, SLA performance, and cost savings, and use them to deepen relationships.

Manage escalations, SLAs, and claims. Own the escalation path for service failures and SLA claims, working with Finance and Operations to resolve them fairly and quickly while protecting the relationship.

Define and report on CS metrics. Build the playbooks, health scores, and dashboards that give leadership a clear view of customer health and churn risk, and that will scale as the team grows.

Use AI to work smarter. Automate account health reporting, Q  prep, and ticket triage, and find where AI can remove manual work so the team spends more time with customers.

7+ years in customer success, account management, or client services, including ownership of a revenue or retention target.

Experience in logistics, parcel shipping, or B2B SaaS serving e-commerce brands.

A track record of improving retention and growing revenue within an existing customer base.

Comfort working with operational data: you can read shipment performance metrics and SLA reports and turn them into clear stories and action plans for customers.

Strong executive presence and calm, candid handling of tough service conversations.

Comfort being hands-on: you enjoy owning accounts directly while also building the CS processes a small, fast-growing team needs.

Experience with middle-mile or regional carrier networks, shipping integrations, or multi-carrier platforms.

Experience managing or mentoring others, and interest in leading a team.

Hands-on experience using SQL or BI…