Director, Customer Experience

Gatik, the leader in autonomous middle-mile logistics, is seeking a dynamic and customer-focused Director of Customer Success to join its 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. This is a hands-on role that combines individual contribution with building the team and processes, requiring a blend of technical understanding, customer relationship management, cross-functional partnership, and strategic thinking to optimize the value delivered to our customers.

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 and prioritize tasks effectively
• Experience using and administering CRM, data analysis, ticketing, collaboration, and workflow tools (e.g., HubSpot, Jira, Confluence, Zapier); coding experience a plus

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship