Director Customer Success, Xeneta
Benchmarking & market analytics for freight
Job no longer available
Benchmarking & market analytics for freight
201-500 employees
Job no longer available
201-500 employees
Company mission
To transform the ocean and air freight markets.
Role
Who you are
- 7+ years in Customer Success, 3+ years in leadership
- Demonstrated progressive experience leading customer success managers or account management in a SaaS or subscription enterprise software company
- Demonstrated ability to successfully manage distributed teams across cultures and geographies
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- Strong operational skills that will drive organizational efficiencies and customer satisfaction
- Nice to have: Experience working and/or an extensive network in the logistics, transportation or supply chain industry
- Self-starter & adaptable: thrives in a dynamic, fast-paced environment. Able to overcome ambiguity
- Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners
- Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats
- Collaborative: demonstrates the ability to work across a broad range of functions internally and externally to deliver value to our customers
What the job involves
- We are seeking a talented and ambitious Director Customer Success EU for our BCO (Shippers) segment, who has a track record of strong performance in leading high-performing Customer Success teams
- You will become extremely knowledgeable in Xeneta’s ideal customer profiles, customer journeys, and the tenets of a world-class customer success organization as we continue to enhance it
- Manage two Customer Success teams in Oslo and Hamburg to successfully onboard customers, drive adoption and expansion, identify customer advocacy opportunities, and secure renewals
- Manage teams’ book of business capacity, adherence to playbook and accounts, and expansion plans
- Accountable for achieving their teams’ gross and net retention targets
- Handle escalated customers and internal concerns for your regional team members
- Coach team members on strategies to mitigate customer challenges especially on the budgeting and commercial approach side
- Lead and contribute to change management that supports continuous improvement, like new tools and processes
- Step in for other team managers when needed
- Carry out renewal and expansion pipeline management of the teams, identify at-risk customers and revenue, and manage mitigation/action plans
- Responsible for reporting on successful customer journey, health scores, forecasts, surveys/NPS completed, customer feedback, campaign success metrics and other OKRs
- Drive operational practices to track performance of teams and individuals
- Deliver transformational leadership so that the teams are highly motivated and engaged. Be an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to grow customer satisfaction and revenue
- Drive teams’ Success Plans, QBRs, EBRs for regions’ book of business
- Be the liaison with sales regarding regions’ handovers from sales
- Assign and kick off accounts/segment engagement campaigns for team members together with Customer Marketing
- Reporting To: Michael Braun
Salary benchmarks
Our take
Xeneta, founded in Oslo, is changing the game in freight with its smart platform for tracking shipping rates and trends. Its platform gives businesses in the shipping world the tools they need to understand how rates are moving, both now and in the past.
What makes Xeneta stand out its that it's not just a service but a business intelligence partner, helping companies make more data-driven decisions. With hundreds of millions of data points gathered from some of the world's biggest shipping companies, the company supplies valuable insight for its clients.
Having secured substantial funding, the company is ready to grow further, expanding its data and customer base to cover even more global shipping routes. If it can continue to deliver actionable insights that drive business success, it should have a very bright future.
Freddie
Company Specialist at Welcome to the Jungle
Insights
33% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Sep 2022
$80m
LATE VC
Jun 2021
$28.5m
SERIES C
Total funding: $137m
Company benefits
- Work-life balance
- Xeneta benefit days: 5-10 extra paid days off around public holidays throughout the year
- Individual education budget
- Diversity & inclusion initiatives
- Flexible work environment
- Career development opportunities
- Be a part of a growing company
- Open communication & transparency
- Choose your own equipment
Company HQ
Sentrum, Oslo, Oslo
Leadership
Patrik Berglund
(Co-Founder & CEO)Previously co-founded and served as a Partner for Nordilog. Experience as Business & Solution Development Manager for Kuehne + Nagel.
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