Senior Customer Excellence Manager – Logistics and Supply Chain SaaS

• Lead, mentor, and grow a global team of Customer Excellence Consultants
• Define expectations across delivery excellence, customer ownership, and commercial awareness
• Build career paths, conduct performance reviews, and promote accountability and collaboration
• Oversee implementation of the Cargobase platform for new customers
• Maintain implementation frameworks, playbooks, timelines, and quality standards
• Coordinate with Product, Engineering, and Sales to address blockers and meet go-live commitments
• Ensure implementations support future scope expansion, integrations, and volume growth
• Manage the post-sales experience across onboarding, support, and customer success
• Establish workflows for timely support, issue resolution, and proactive account engagement
• Develop scalable customer touchpoints and lifecycle strategies
• Track and optimize customer health metrics including NPS, CES, adoption rates, and time-to-resolution
• Identify churn risk, upsell timing, and account growth opportunities
• Partner with Sales on expansion, renewals, and commercial growth
• Identify, qualify, and document expansion opportunities
• Establish ownership boundaries and handoff models between Customer Excellence and Sales
• Track and report retention, expansion contribution, and at-risk revenue
• Own and improve the Customer Excellence Playbook
• Implement systems, SLAs, and metrics to manage workload and performance
• Support internal tools, knowledge base, ticketing, and self-service resources
• Bring customer insights to Product, Engineering, and Sales
• Drive feedback loops to influence product improvements
• Contribute to strategic planning for scaling the customer experience function

• 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

• 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