Director of Customer Success

Company Description Iber Transportation Management Solutions (Iber TMS) is a start-up focused on transforming last mile delivery using Logistics 4.0 concepts and advanced technology. The company aims to improve efficiency and performance across the delivery process, from order preparation and package loading to final delivery. Iber TMS leverages artificial intelligence, modular systems, and specialized vehicle bodyworks designed for last mile operations. As a growing and innovative organization, Iber TMS offers the opportunity to work on cutting-edge solutions in logistics and urban mobility.
Role Description The Director of Customer Success is a full-time remote role responsible for leading the strategy and execution of customer success initiatives across Iber TMS. This role oversees the onboarding, adoption, and ongoing engagement of customers to ensure they achieve maximum value from Iber TMS solutions. Day-to-day responsibilities include managing key accounts, building strong relationships with customer stakeholders, and developing programs that enhance satisfaction, retention, and overall customer experience. The Director will lead and mentor the Customer Success team, establish performance metrics, and collaborate with Product, Sales, and Operations to align customer feedback with continuous improvement. This position also involves creating customer success playbooks, monitoring usage data, and proactively identifying opportunities for expansion and risk mitigation.
Qualifications
Strong customer-focused skills, including Customer Satisfaction and Customer Experience, with a track record of driving measurable improvements.
Proficiency in Customer Retention strategies and Account Management, including handling complex accounts and long-term relationships.
Demonstrated Team Leadership experience, with the ability to build, develop, and inspire high-performing customer success teams.
Experience in SaaS or technology-driven services, ideally in logistics, supply chain, or related industries.
Excellent communication, presentation, and negotiation skills, with the ability to work effectively across functions in a remote environment.
Competence in using CRM and customer success platforms, analyzing customer data, and generating insights for decision-making.
Bachelor’s degree in Business, Management, Engineering, or a related field; advanced degree is a plus.
Proactive, organized, and comfortable working in a fast-paced start-up setting with evolving processes.

Work arrangement
Yes