<h2>Head of Customer Success &amp; Expansion</h2><a target="_blank" href="http://cargo.one">cargo.one</a> is transforming how freight forwarders access, quote, book, and manage air cargo capacity. As a remote-first, high-growth company, we’re passionate about ownership, customer obsession, and data-driven execution. Join us as we redefine the future of global logistics. <h3>The Opportunity</h3>As Head of / VP Customer Success &amp; Expansion, you’ll shape and execute our post-sale strategy for both SMB and Enterprise customers. Reporting directly to the CCO, you’ll lead two ambitious, high-impact teams—Account Management and Customer Success—to deliver world-class customer outcomes, maximize Net Revenue Retention (NRR), and drive expansion within existing accounts. You’ll collaborate closely with Sales, Product, Marketing, and Finance, influencing the direction of our platform and the experience of our customers worldwide.<h3>What You’ll Do</h3><ul><li>Lead and inspire: Build, mentor, and scale high-performing teams across Enterprise and SMB, fostering a culture of learning, ownership, and growth.</li><li>Drive customer outcomes: Own and exceed NRR goals, focusing on retention, expansion, and churn mitigation through data-driven strategies.</li><li>Streamline and innovate: Develop scalable processes, playbooks, and automation to optimize onboarding, account management, and customer success.</li><li>Champion customer insights: Leverage customer feedback and usage data to inform product development and strategic decisions.</li><li>Collaborate and influence: Partner with the CCO and cross-functional leaders to shape our customer journey and go-to-market strategy.</li></ul><h3>Success in Your First Year</h3><ul><li>You’ve consistently hit or exceeded NRR targets for both SMB and Enterprise segments.</li><li>Your teams operate with clear goals, scalable processes, and high morale.</li><li>You’ve established robust feedback loops between customers and product, resulting in measurable improvements.</li><li>Customers consistently report high satisfaction and engagement.</li></ul><h3>What You Bring</h3><ul><li>8+ years in customer success, account management, or post-sales leadership in SaaS or technology, including 3–5+ years in senior roles.</li><li>Proven success owning NRR, retention, and expansion targets across diverse customer segments.</li><li>Experience building and scaling teams and processes in fast-growth or startup environments.</li><li>Analytical mindset; comfortable with dashboards, segmentation, and forecasting.</li><li>Outstanding communication and stakeholder management skills.</li><li>Experience in logistics, supply chain, or freight forwarding is a plus, but not required.</li><li>Comfortable leading remote, distributed teams.</li></ul><h3>Why Join Us?</h3><ul><li>Make your mark: Directly shape customer-led growth as a core pillar of our business.</li><li>Autonomy: Freedom to build, iterate, and innovate.</li><li>Culture: Collaborative, transparent, and feedback-driven environment.</li><li>Remote-first: Flexibility to work with talented teams across the globe.</li><li>Impact: Help redefine the future of air cargo.</li></ul>Ready to help build the future of air cargo? Join <a target="_blank" href="http://cargo.one">cargo.one</a> and lead the charge in customer success and expansion

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