Vice President of Customer Success

Company Description Iber Transportation Management Solutions (Iber TMS) is a start-up focused on transforming the last mile delivery sector through Logistics 4.0 concepts. The company leverages artificial intelligence, modular solutions, and specialized last mile vehicle bodyworks to optimize order preparation, package loading, and final delivery. Iber TMS aims to significantly improve efficiency and performance across the delivery process, enhancing both operational outcomes and customer satisfaction. As a growing, innovation-driven organization, Iber TMS offers opportunities to influence cutting-edge logistics technology and shape scalable customer-focused solutions.
Role Description The Vice President of Customer Success is a full-time, remote role responsible for leading Iber TMS’s customer success strategy and operations. This position oversees customer onboarding, adoption, and ongoing relationship management to ensure customers achieve measurable value from Iber TMS solutions. Day-to-day responsibilities include directing customer success teams, defining success metrics, monitoring performance, and implementing programs that drive satisfaction, retention, and expansion. The role collaborates closely with Sales, Product, and Operations to improve the end-to-end customer experience, gather feedback, and translate insights into product and service enhancements. The Vice President of Customer Success will also develop scalable processes, playbooks, and reporting frameworks to support growth in a dynamic start-up environment.
Qualifications
Strong focus on Customer Satisfaction and Customer Experience, with a track record of designing and executing initiatives that improve customer outcomes.
Proven expertise in Customer Retention strategies, including renewal management, churn mitigation, and long-term value realization.
Demonstrated experience in Account Management, including managing key accounts, executive-level relationships, and customer health metrics.
Background in Sales collaboration, such as supporting upsell and cross-sell opportunities and partnering on go-to-market strategies.
Significant leadership experience in Customer Success or related functions within technology, SaaS, or logistics/supply chain environments.
Ability to build and lead distributed teams, establish scalable processes, and drive data-informed decision-making.
Excellent communication, negotiation, and stakeholder management skills, with the ability to work effectively in a remote, fast-paced start-up setting.
Bachelor’s degree in Business, Engineering, Logistics, or a related field; advanced degree is a plus.
Experience in last mile delivery, transportation management, or AI-driven logistics solutions is highly advantageous.

Work arrangement
Yes