Job Type
Full-time
Description
Location: Atlanta, GA (Hybrid)
Type: Full-Time, Leadership
The Opportunity Cognosos is looking for a strategic, value-driven
Director of Customer Success to lead our high-growth Logistics vertical. In this pivotal role, you will act as a critical business partner to executive leadership, the direct leader of our Enterprise CSM team, and the ultimate guardian of our largest logistics accounts.
We need a true leader-a player-coach who knows how to run massive enterprise accounts, manage complex technical hardware/software deployments, and fiercely drive towards measurable customer outcomes. You will inherit a talented team that needs a mentor to push their boundaries, an operational strategist to refine their playbooks, and a champion to clear internal roadblocks. If you are a culture-first leader who thrives on ownership, commercial strategy, and team development, we want you at the helm.
What Success Looks Like - Strategic Team Leadership: You don't just manage tasks; you build people. You coach, mentor, and push your team of CSMs to uncover deeper customer value, spot commercial opportunities, and grow into elite strategic advisors.
- Quota & Revenue Ownership: You hold accountability for the Logistics vertical's existing account revenue health, managing the team quota for gross retention, renewals, and proactive upsell/cross-sell expansions.
- Flawless Value Delivery: You ensure that our clients - from the front-line operators to C-suite executives - fully realize the ROI of Cognosos' asset intelligence platform, making our solution an irreplaceable part of their daily logistics infrastructure.
- Cross-Functional Orchestration: You serve as the main conduit between Customer Success, Sales, Product, and Engineering, translating field feedback into product roadmaps and aligning internal resources to protect and grow accounts.
What You'll Do - Lead, inspire, and scale a high-performing team of Customer Success Managers, establishing clear performance metrics, professional development tracks, and a culture of accountability.
- Own the overarching retention and expansion strategy for our Logistics portfolio, identifying expansion pathways, navigating complex renewal cycles, and ensuring stable Net Revenue Retention (NRR).
- Oversee the strategic rollout of complex technical deployments, partnering closely with the Project Management and Operations teams to ensure fast time-to-value for new customers.
- Act as the ultimate escalation point for critical customer issues, deploying immediate tactical solutions while engineering permanent playbook fixes to prevent recurrence.
- Partner with Product and Engineering leadership to advocate for customer needs, ensuring our product roadmap directly reflects the operational realities of massive supply chain networks.
- Conduct regular Executive Business Reviews (EBRs) with anchor clients, translating complex asset tracking data into clear, high-level business outcomes and ROI presentations.
- Lead on-site, face-to-face customer strategy, conduct high-stakes client meetings, provide hands-on team mentorship, and maintain a deep, operational understanding of complex technical deployments (25% travel).
Who You Are - A Proven Leader: You bring 15+ years of combined experience across commercial growth and Go-To-Market (GTM) functions, including Customer Success, Account Management, Technical Account Management, revenue growth, and/or Sales. You have at least 7+ years of direct leadership experience scaling high-performing teams in Enterprise B2B SaaS, IoT, or Supply Chain environments.
- An Elite Coach: You possess a natural talent for mentoring. You know how to challenge your team constructively, cultivate an "expansion mindset," and give them the tools to win.
- Commercially & Technically Savvy: You bridge the gap between business and technology. You are comfortable diving into technical architecture and hardware deployment nuances, yet completely fluid when negotiating a $1M+ contract renewal or expansion.
- A Cross-Functional Champion: You break down silos naturally. You are an exceptional communicator who knows how to influence internal engineering and product teams to rally behind customer success goals.
- Hyper-Organized & Value-Focused: You are structured, data-driven, and intensely focused on prioritizing activities that yield the highest measurable impact for both the team and our clients.
Why This Role? This is a high-visibility leadership role at a critical inflection point in our company's growth. You will have a direct hand in shaping the operational strategy of our most lucrative vertical, backing an incredible product, and leading an exceptional team.
Benefits and Perks:- Competitive salaries and performance-based incentives
- Unlimited vacation so you can rest and recharge
- Full benefits program (Health, Dental, Vision, 401(k) match, life and disability insurance)
- Paid parking at our Midtown Atlanta office
- Opportunity for equity participation
- A vibrant team culture featuring virtual happy hours, company contests, and regular team
