Head of Customer Success

Overview

We\'re hiring for a full-time/permanent Head of Customer Success in Bellevue, WA. This position will play a pivotal role in our client\'s build out of the entire Customer Success division and will require 5 days onsite/week at our customer\'s Eastside location. You will be responsible for driving customer satisfaction, retention, and expansion while positioning our client as a long-term strategic partner for external clients. The role requires a balance of executive relationship-building, operational rigor, and a heavily data-driven mindset. As the Head of Customer Success, you will directly influence adoption, retention, and revenue growth across some of the world’s most recognizable brands. You will immerse yourself in our client\'s product suite, ensuring you\'re knowledgeable on the nuances and benefits of all products and can drive customer product usage and understanding. At a high level, you will own Customer Relationship Management, Strategy Development, Customer Lifecycle Management, Account Planning & Growth, Data Analysis & Insights, Consumption & Delivery Execution, Voice of the Customer & Feedback Loop, Process Optimization and Team Leadership & Development across the entire Customer Success Organization.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to learn more about how we collect, keep, and process your private information, please review Insight Global\'s Workforce Privacy Policy:

Responsibilities

• Drive customer satisfaction, retention, and expansion while positioning our client as a long-term strategic partner for external clients.
• Own Customer Relationship Management, Strategy Development, Customer Lifecycle Management, Account Planning & Growth, Data Analysis & Insights, Consumption & Delivery Execution, Voice of the Customer & Feedback Loop, Process Optimization and Team Leadership & Development across the entire Customer Success Organization.
• Immerse yourself in our client\'s product suite, ensuring you\'re knowledgeable on the nuances and benefits of all products and can drive customer product usage and understanding.

Qualifications

• 8+ years of experience in Customer Success, Account Management, or related leadership roles in SaaS.
• Proven track record of driving retention, expansion, and satisfaction in enterprise accounts.
• Exceptional leadership, interpersonal, and relationship-building skills.
• Strong analytical and strategic thinking capabilities with data-driven decision-making.
• Familiarity with SaaS, logistics operations, CRM tools, and CS platforms.
• Bachelor’s degree required; MBA preferred. Previous experience working for a SaaS, logistics, operations company such as Expeditors, OptimoRoute, Onfleet, Onro, Route4Me, Amazon Last Mile, etc.
• Experience working with Vitally CSM platform.
• Experience working with Salesforce as a CRM tool.
• Experience working with ZoomInfo for enhancement of the customer journey.
• Experience using Marketo for marketing automation.
• Experience with AI, dynamic routing, last mile technology, etc. as it pertains to logistics.
• Understanding of/experience with last mile terminology, i.e. LTL (less than truck loads), FTR (first time right), micro-fulfillment centers, route optimization, etc.

We are an equal opportunity/affirmative action employer. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to