Senior Customer Excellence Manager

🔥 0 minutes ago

🇿🇦 South Africa – Remote

⏰ Full Time

🟠 Senior

👔 Manager

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Cargobase

WebsiteLinkedInAll Job Openings

51 - 200 employees

🚘 Automotive

💼 Consulting

🏗️ Construction

Automotive • Consulting • Construction

Cargobase is a global logistics software company founded in 2013 with the mission to simplify logistics for all. Their Transport Management System (TMS) is designed for shippers to manage supply chains locally, regionally, or globally, providing real-time visibility and control across all freight modes. Used in over 50 countries, Cargobase caters to leading enterprises in sectors including Automotive, Semiconductor, Oil & Gas, and Industrial Machinery, and is recognized as one of the top TMS solutions worldwide.

📋 Description

• Lead, mentor, and grow a global team of Customer Excellence Consultants • Define expectations for delivery excellence, customer ownership, and commercial awareness • Build career paths, conduct performance reviews, and promote accountability and collaboration • Oversee successful implementation of the Cargobase platform for new customers • Define and maintain implementation frameworks, playbooks, timelines, and quality standards • Coordinate with Product, Engineering, and Sales to address blockers and meet go-live commitments • Ensure implementations support future scope expansion, integrations, and volume growth • Ensure a seamless post-sales experience across onboarding, support, and success • Establish workflows for timely support responses, issue resolution, and proactive account engagement • Develop scalable customer touchpoints and lifecycle strategies • Track and optimize customer health metrics including NPS, CES, adoption rates, and time-to-resolution • Identify churn risk, upsell timing, and account growth opportunities • Partner with Sales on account expansion, renewals, and commercial growth • Identify, qualify, and document expansion opportunities • Establish ownership boundaries and handoff models between Customer Excellence and Sales • Track and report retention, expansion contribution, and at-risk revenue • Own and continuously improve the Customer Excellence Playbook • Implement systems, SLAs, and metrics to manage workload and performance • Support internal tools, knowledge base, ticketing, and self-service resources • Identify efficiency opportunities through data insights and team feedback • Act as the senior voice of the customer across the company • Drive feedback loops with Product and Engineering to influence product improvements • Contribute to strategic planning for scaling the customer experience function

🎯 Requirements

• 6-8 years of experience in post-sales customer-facing roles, including implementation, onboarding, and support • 3+ years in a team leadership or management role, ideally within SaaS, logistics, or B2B platforms • Demonstrated ownership of customer lifecycle outcomes including retention and expansion • Comfortable in spreadsheet software (Excel, Google Sheets) and BI solutions (PowerBI, Metabase, Qlik) • Familiarity with practical applications of AI in business workflows is a big plus • Proven track record of owning and improving customer onboarding and implementation processes • Structured management of customer relationships, support cases, and follow-ups • Effective coordination of cross-functional projects and implementations • Clear, scalable documentation for customers and internal teams • Experience working with enterprise systems and integrations is a plus • Knowledge of supply chain/freight forwarding background is a plus

🏖️ Benefits

• 21 days annual leave plus all national public holidays • Additional Years of Service Leave • Flexible wellness benefit for gym memberships and more • Remote work from South Africa • Opportunity to work in a fast-growing global technology company with strong career growth potential