Director of Customer Success – Logistics Vertical

Cognosos • Atlanta, GA

8d • Hybrid

About The Position

Cognosos is seeking a strategic, value-driven Director of Customer Success to lead its high-growth Logistics vertical. This pivotal role involves acting as a critical business partner to executive leadership, leading the Enterprise CSM team, and managing the largest logistics accounts. The ideal candidate is a player-coach experienced in managing large enterprise accounts, complex technical hardware/software deployments, and driving measurable customer outcomes. This role requires a culture-first leader who thrives on ownership, commercial strategy, and team development. The company has been recognized as one of Atlanta’s Top Places to Work.

Requirements

• 15+ years of combined experience across commercial growth and Go-To-Market (GTM) functions, including Customer Success, Account Management, Technical Account Management, revenue growth, and/or Sales.
• At least 7+ years of direct leadership experience scaling high-performing teams in Enterprise B2B SaaS, IoT, or Supply Chain environments.
• Proven ability to mentor, challenge teams constructively, cultivate an "expansion mindset," and provide the tools to win.
• Comfortable diving into technical architecture and hardware deployment nuances.
• Fluid in negotiating $1M+ contract renewals or expansions.
• Exceptional communicator skilled at influencing internal engineering and product teams to rally behind customer success goals.
• Structured, data-driven, and intensely focused on prioritizing activities that yield the highest measurable impact for both the team and clients.
• Ability to travel 25% for on-site customer strategy and meetings.

Responsibilities

• Lead, inspire, and scale a high-performing team of Customer Success Managers, establishing clear performance metrics, professional development tracks, and a culture of accountability.
• Own the overarching retention and expansion strategy for the Logistics portfolio, identifying expansion pathways, navigating complex renewal cycles, and ensuring stable Net Revenue Retention (NRR).
• Oversee the strategic rollout of complex technical deployments, partnering closely with the Project Management and Operations teams to ensure fast time-to-value for new customers.
• Act as the ultimate escalation point for critical customer issues, deploying immediate tactical solutions while engineering permanent playbook fixes to prevent recurrence.
• Partner with Product and Engineering leadership to advocate for customer needs, ensuring the product roadmap directly reflects the operational realities of massive supply chain networks.
• Conduct regular Executive Business Reviews (EBRs) with anchor clients, translating complex asset tracking data into clear, high-level business outcomes and ROI presentations.
• Lead on-site, face-to-face customer strategy, conduct high-stakes client meetings, provide hands-on team mentorship, and maintain a deep, operational understanding of complex technical deployments (25% travel).

Benefits

• Competitive salaries and performance-based incentives
• Unlimited vacation
• Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance)
• Paid parking at our Midtown Atlanta office
• Opportunity for equity participation
• Vibrant team culture featuring virtual happy hours, company contests, and regular team events

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed