Senior Customer Excellence Manager

Role Overview

The Senior Customer Excellence Manager owns the full post-sales customer lifecycle, with accountability for onboarding, implementation, platform support, ongoing success, and commercial expansion within existing accounts. This role leads a global team of generalist Customer Excellence Consultants and is responsible not only for delivery quality and customer outcomes, but also for retention, expansion readiness, and revenue protection post-sale.

The role operates at the intersection of delivery, customer value realization, and commercial outcomes, ensuring customers adopt broadly, expand intentionally, and remain long-term strategic accounts.

Key Responsibilities

1. Team Leadership & Development

• Lead, mentor, and grow a global team of Customer Excellence Consultants across all levels.
• Define clear expectations for consultants across delivery excellence, customer ownership, and commercial awareness.
• Build career paths, conduct performance reviews, and promote a culture of accountability and collaboration.
• Ensure consultants can manage technical implementation and identify expansion signals and upsell readiness during engagements.

2. Implementation Ownership

• Oversee the successful implementation of the Cargobase platform for new customers, ensuring a smooth and timely onboarding process.
• Define and maintain implementation frameworks, playbooks, timelines, and quality standards.
• Coordinate cross-functional collaboration with Product, Engineering, and Sales to address blockers, ensure customer readiness, and meet go-live commitments.
• Ensure implementations are designed to support future scope expansion, integrations, and volume growth.

3. Customer Experience Management

• Ensure a seamless and unified post-sales experience covering onboarding, support, and success
• Establish team workflows to deliver timely support responses, effective issue resolution, and proactive account engagement.
• Develop structured customer touchpoints and lifecycle strategies that scale across regions and customer types.
• Track and optimize customer health metrics (e.g., NPS, CES, adoption rates, time-to-resolution).
• Ensure Customer Excellence acts as the primary signal source for churn risk, upsell timing, and account growth opportunities.

4. Commercial Expansion & Revenue Impact

• Partner with Sales to supportaccount expansion, renewals, and commercial growth within existing customers.
• Ensure Customer Excellence identifies, qualifies, and documents expansion opportunities (additional lanes, volumes, modules, regions).
• Establish clear ownership boundaries and handoff models between Customer Excellence and Sales for upsell execution.
• Drive expansion readiness by ensuring customers are operationally stable, adopted, and value-aligned before commercial discussions.
• Track and report post-sales commercial metrics, including retention, expansion contribution, and at-risk revenue.
• Embed commercial thinking into Customer Excellence processes without compromising customer trust or delivery quality.

5. Process & Operational Excellence

• Own and continuously improve the Customer Excellence Playbook.
• Implement systems, SLAs, and metrics to manage workload, track performance, and improve response quality.
• Support rollout and usage of internal tools, knowledge base, ticketing, and self-service resources.
• Identify efficiency opportunities through data insights and team feedback.

6. Internal & Cross-Functional Collaboration

• Act as the senior voice of the customer across the company, bringing insights to Product, Engineering, and Sales teams.
• Drive post-implementation feedback loops to influence product improvements.
• Partner with Sales to support account expansion and retention strategies.
• Contribute to strategic planning for scaling the customer experience function.

Key Qualifications

Education & Experience

• 68 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.
• Track record of owning and improving customer onboarding and implementation processes.
• Knowledge of supply chain/ freight forwarding background is a plus

Skills & Competencies

• Capable of building, inspiring, and holding accountable a multi-skilled team.
• Deep understanding of customer onboarding, platform setup, and value delivery.
• Strategic mindset with passion for seamless customer experiences.
• Data-driven, systems-minded, and always looking for ways to improve execution.
• Skilled in managing internal stakeholder alignment across teams.
• Confident communicator across levels, regions, and technical familiarity.

Tools & Technology

• CRM & Ticketing: HubSpot, Zendesk, Intercom (or similar)
• Project Management: RocketLane, Jira, Asana
• Documentation: Confluence, Knowledge Base Platforms
• Platform/Integration familiarity (e.g., ERP/SCM systems like SAP or Oracle) a plus