Senior Customer Excellence Manager
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Job Description
Senior Customer Excellence Manager leading onboarding, support, retention, and expansion for Cargobase’s logistics collaboration platform. Managing global consultants and customer lifecycle outcomes.
Responsibilities:
- Lead, mentor, and grow a global team of Customer Excellence Consultants
- Define expectations for delivery excellence, customer ownership, and commercial awareness
- Build career paths, conduct performance reviews, and promote accountability and collaboration
- Oversee successful implementation of the Cargobase platform for new customers
- Define and 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
- Ensure a seamless post-sales experience across onboarding, support, and success
- Establish workflows for timely support responses, 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 account 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 continuously 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
- Identify efficiency opportunities through data insights and team feedback
- Act as the senior voice of the customer across the company
- Drive feedback loops with Product and Engineering to influence product improvements
- Contribute to strategic planning for scaling the customer experience function
Requirements:
- 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
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