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Gatik · 1 month ago

Director, Customer Success

Mountain View, CA

Full-time

Hybrid

Director/Executive

$180K/yr - $220K/yr

7+ years exp

Gatik is a leader in autonomous middle-mile logistics, revolutionizing the B2B supply chain with its innovative transportation solutions. The Director of Customer Success will build and lead a team focused on ensuring customer satisfaction and success, while managing key relationships and driving the optimization of service delivery.

Artificial Intelligence (AI)AutomotiveAutonomous Vehicles

Growth Opportunities

Responsibilities

Build a Customer Success function within Gatik that:

Serves as the primary point of contact with customers to ensure a high level of customer success and satisfaction

Manages all issues and feedback from customers coordinates with internal teams (including Fleet Operations, Engineering, and Safety) to ensure timely resolution and communication

Manages all customer onboarding and deployment projects, coordinating internal and external resources to ensure on-time, successful deployment

Tracks, analyzes, and reports on key performance metrics (KPIs) for customers and Gatik

Creates user-facing documentation to facilitate customer enablement and self-service

Educates customers on Gatik's capabilities and drives adoption of new features and services

Works closely with the Commercial team to drive contract renewals and expansions

Recruit, hire, train, and manage a high-performing team of Customer Success / Deployment specialists, establishing clear goals, performance metrics, and career development pathway

Design and implement customer-facing and internal processes and tools to support service delivery

Own and publish "ground truth" documents for all customer deployments, including the deployment schedule, KPIs, and operational status

Partner with Manufacturing and Supply Chain to provide accurate deployment forecasts, ensuring vehicle production and delivery timelines align with customer commitments and contractual milestones

Identify and proactively address potential service issues or inefficiencies

Help define the strategic vision and roadmap for Customer Success at Gatik, aligning it with company goals and customer outcomes

Establish success frameworks and best practices that scale as Gatik's customer base and operational footprint grow

Qualification

Customer Success ManagementProgram ManagementTeam LeadershipCRM ToolsData AnalysisInterpersonal SkillsProblem-SolvingCommunication Skills

Required

Bachelor's degree in Engineering, Business, Logistics, Supply Chain Management, or related field

7-10 years of experience in customer success, account management, or other similarly customer-centric role within B2B hardware sectors, including at least 3 years in a leadership position

A systematic, process-oriented approach with a proven track record of combining high-tech automation with high-touch personal service

A proven team builder who focuses on the continuous improvement of Customer Success team members

Excellent program management skills, with the ability to establish goals, create program schedules, and align resources to achieve program objectives

Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels

Proven problem-solving skills and a customer-centric mindset

Ability to manage multiple customer accounts and prioritize tasks effectively

Experience using and administering CRM, data analysis, ticketing, collaboration, and workflow tools (e.g., HubSpot, Jira, Confluence, Zapier)