Senior Director of Customer Success

Why work at Logiwa WMS?

Logiwa is a rocket headed straight for the moon! Since 2017 we've grown to become the leading provider of cloud-powered ordering and fulfillment software for B2C and Direct-to-Consumer companies in an industry that’s growing by leaps and bounds. As e-commerce continues to take off, the sky is not even the limit for us.

If you’re looking for a place where your career can take off, for a company that is passionate about their people, and for products that are helping redefine the way companies do business, then we’re looking for you!

We provide a fun, inclusive, and collaborative environment with endless opportunities for growth. Whoever you are–rocket enthusiast, mountaineer, chess master, or Netflix binger–come find your place with us here at Logiwa. Take a look and see how you can contribute to this fast-growing team.

Senior Director of Customer Success

Logiwa is looking for a Senior Director of Customer Success to lead our Customer Success function. As our Senior Director of Customer Success, you will be responsible for defining and optimizing the customer journey, acting as a partner to our clients and helping to drive true value with our product. You will manage a team of Customer Success Managers, and oversee post-sales customer relationships as a whole, by proactively tracking customer metrics, and understanding the customer behaviors that lead to product engagement and increased customer adoption. In addition to helping your team drive revenue growth within their accounts, you will be responsible for defining processes and strategy for the Customer Success function as we expand our customer base both in the USA and around the globe.
What You’ll Do

• Work closely with Sales, Onboarding, Support, and Product to provide a best in class customer experience
• Participate in account planning, providing ideas around driving growth on accounts to increase account spend over time
• Define customer success involvement during the sales cycle
• Manage relationship in Custify to create dashboards and reporting to measure customer success
• Provide proactive engagement with customer base to minimize churn and assess risk well in advance
• Maintain up-to-date knowledge of the Logiwa product to articulate business value to customers
• Propose improvements to customer success team’s organizational structure
• Maximize the performance of the Customer Success team

You Have:

• 5+ years of experience owning accounts within a SaaS organization as a Customer Success Manager or other customer facing role
• Prior experience managing a team of Customer Success Managers and implementing Customer Success best practices to drive growth and renewals
• Prior experience with global expansion at a rapidly-growing SaaS company
• Excellent multitasking and project management skills
• Strong problem-solving, communication, and customer management skills
• Demonstrated ability to learn new concepts quickly and work hands-on in a team environment
• Prior experience in the supply chain technology or WMS space is a plus
• BS/BA or a combination of experience and education/training equivalent to a four-year college degree

Benefits:

At Logiwa we offer:

• Flexibility to work fully remote, or hybrid if you desire (Our Chicago office has free breakfast and snacks daily, as well as a weekly happy hour!)
• 15 days of paid time off + 5 personal days annually, and your birthday as a paid holiday
• 100% employer-paid health and dental insurance
• Other insurance offerings including: vision, life, legal, and pet insurance
• 401(K) and free access to a confidential certified financial advisor
• Employee Assistance Program - confidential counseling and advice available by phone, web, or text
• Community engagement opportunities like quarterly volunteer days

Equal Opportunity Employer

At Logiwa we believe in the power of diversity. We do not discriminate based on race, color, sex, gender expression or identity, age, religion, disability, national origin, ancestry, sexual orientation, marital status, parental status, military service or discharge status. We think that our diverse backgrounds help us learn from each other, create a stronger company culture, and provide better service for our customers. There is only one you in the world, and we want you to bring your unique self to work with us. 

Is this not the right job for you? No worries! Take a look at some of our other openings and see if there may be something else that catches your eye!