Director, Customer Success

About the role

Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion. The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world's first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation. The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations. We are seeking a dynamic and customer-focused Director of Customer Success to join our team. The Director of Customer Success will build and lead a Customer Success team that acts as the primary point of contact for key customers and the central coordinating hub for internal partners (including Commercial, Fleet Operations, and Engineering). This team is responsible for ensuring customer satisfaction, success, and growth while maximizing the value of our services. This is a hands-on role that combines individual contribution with building the team and processes. It requires a blend of technical understanding, customer relationship management, cross-functional partnership, and strategic thinking to optimize the value delivered to our customers. You will play a pivotal part in maintaining and expanding our relationships with high-profile customers in the retail, e-commerce, and grocery sectors. By deeply understanding customer needs, you will quarterback internal resources to resolve issues and drive valuable feedback into our product development and service delivery processes. This position is salaried and is onsite 5 days per week at our Mountain View, CA location.

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.

Requirements

• 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

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