Director of Customer Success

CLEARJET INC. • Remote, US,

2h • $130,000 - $150,000 • Remote

About The Position

ClearJet is hiring a Director of Customer Success to own the post-sale experience for its e-commerce shippers, from onboarding through renewal and expansion. The role is responsible for keeping service reliable and ensuring accounts realize value from ClearJet's shipping services. The Director will join a two-person team as its third member and report to the Head of Customer Success. It is a senior individual contributor role, with a path to building and leading a team as the company grows. The role partners closely with Sales, Operations, Product, and Finance.

ClearJet is a Series B parcel logistics company that connects underutilized capacity in existing shipping networks with modern technology to provide e-commerce customers with faster, more reliable middle-mile and express delivery at lower cost than traditional providers. The company describes itself as lean, execution-focused, and remote-first, and uses AI in its everyday work.

Requirements

• 7+ years of experience 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.
• Ability to interpret shipment performance metrics and SLA reports and turn them into clear customer stories and action plans.
• Strong executive presence and the ability to handle difficult service conversations calmly and candidly.
• Comfort with hands-on account ownership and building customer success processes for a small, fast-growing team.

Nice To Haves

• 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 tools such as Omni or Looker to analyze customer data.
• Experience with SLA claims or carrier performance management.

Responsibilities

• Own gross and net revenue retention targets across a book of accounts by identifying at-risk customers, running renewals, and partnering with Sales on volume growth and new lanes.
• Monitor delivery performance, identify problems early, and uphold ClearJet's service standards.
• Build a scalable onboarding process that takes new shippers from integration and label setup through their initial weeks of volume.
• Advocate for customers internally by working with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring feedback into network and product improvements.
• Lead executive business reviews with key accounts on on-time delivery, transit times, SLA performance, and cost savings.
• Manage service escalations, SLAs, and claims, coordinating with Finance and Operations to resolve them fairly and quickly while protecting customer relationships.
• Define and report on customer success metrics, including playbooks, health scores, and dashboards that show customer health and churn risk and can scale with the team.
• Use AI to automate account health reporting, QBR preparation, and ticket triage, and identify other opportunities to reduce manual work.

Benefits

• Competitive base salary of $130,000–$150,000, plus annual bonus eligibility.
• Choice of medical plans, including HSA-eligible options with a company HSA contribution.
• Dental and vision coverage.
• Company-paid life insurance, short-term disability, and long-term disability.
• 15 days of PTO per year and 10 paid holidays.
• 401(k) with company match.
• Confidential Employee Assistance Program, 24/7 virtual care, mental health support, and a personal health advocate for the employee and family.
• Pre-tax FSA and dependent care accounts, optional supplemental coverage, pet wellness, and identity protection.
• Remote-first flexibility.

What This Job Offers

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