What we needExol is seeking an experienced Director of Customer Success to lead our customer success organization and drive customer retention, profitable growth, and long-term customer value across our customer portfolio. This role is responsible for developing and executing customer success strategy, building executive-level customer relationships, and ensuring customers realize measurable value from Exol's Robotic Logistics Platform™.
The Director of Customer Success will lead a team of three Customer Success Experts supporting Exol's B2B, D2C, and Transportation customer segments. This leader will partner closely with Executive Leadership, Operations, Sales, Finance, Engineering, and Technology teams to ensure exceptional customer experiences while supporting Exol's growth objectives.
Exol is pioneering fulfillment-as-a-service, offering outsourced warehousing operations and specializing in automated warehousing solutions. Our focus is on the efficient movement of goods in cases and pallets across all sectors, such as CPG, food and beverage, wholesale, and retail. Exol is an independently managed joint venture between Symbotic and SoftBank.
What we doThe Customer Success organization is responsible for customer retention, growth, onboarding, executive relationship management, account strategy, customer advocacy, and long-term customer value realization.
What you'll do- Develop and execute customer success strategies that drive retention, satisfaction, account growth, and long-term customer value.
- Lead, coach, and develop three Customer Success Experts supporting B2B, D2C, and Transportation customer segments.
- Establish scalable customer success processes, playbooks, and operating rhythms that support Exol's continued growth.
- Champion Voice of the Customer initiatives and ensure customer feedback drives meaningful improvements across the business.
- Build and maintain executive-level relationships with key customer stakeholders and serve as a trusted strategic advisor.
- Lead executive business reviews and strategic account planning activities.
- Drive customer retention, net revenue retention, customer health, and account growth initiatives.
- Establish customer segmentation, tiering, account planning standards, and success metrics across customer segments.
- Partner with Sales, Finance, Legal, and Operations on contract renewals, pricing, Statements of Work (SOWs), and commercial opportunities.
- Monitor customer health, operational performance, and customer success metrics, proactively addressing risks and opportunities.
- Partner with Operations, Engineering, Technology, Finance, and Sales teams to ensure customer commitments, KPIs, and SLAs are consistently achieved.
- Serve as the executive escalation point for critical customer issues requiring leadership intervention.
- Champion continuous improvement through automation, process optimization, and data-driven decision making.
- Establish governance and best practices for customer onboarding, implementation, and customer adoption programs.
- Ensure customers achieve measurable business outcomes and maximize value from Exol solutions.
- Support additional projects and responsibilities as assigned.
What you'll need- Bachelor's degree in Business, Supply Chain, Logistics, Operations Management, or a related field.
- MBA or advanced degree preferred.
- Minimum 15 years of progressive experience in customer success, strategic account management, logistics, transportation, supply chain, or related customer-facing leadership roles.
- Minimum 5 years of experience leading customer success, account management, operations, or commercial teams.
- Experience managing enterprise customer relationships and executive stakeholders.
- Experience supporting contract renewals, commercial agreements, and customer growth initiatives.
- Experience within a 3PL, transportation, warehouse automation, supply chain technology, robotics, SaaS, manufacturing, or distribution environment preferred.
- Strong executive presence with exceptional communication, negotiation, strategic planning, and leadership skills.
- Proven ability to drive customer retention, account growth, and customer satisfaction.
- Strong organizational and project management skills with the ability to manage multiple priorities.
- Data-driven mindset with experience leveraging customer metrics, dashboards, and analytics to inform business decisions.
- Ability to thrive in a fast-paced, high-growth environment.
- Remote Opportunity.
Our Environment- Up to 50% travel may be required. Employees must have a valid driver's license and the ability to drive and/or fly to client and other customer locations.
- The employee is responsible for owning a credit card and managing expenses personally, to be reimbursed on a bi-weekly basis.
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