Head of Customer Success & Implementation (Late Co-Founder) - C-Level - SaaS - GCC

The Role

Our client, a Y-Combinator-backed, category-defining startup, is seeking a Head of Customer Success & Implementation to join them as a late Co-Founder. This is an executive-level opportunity for a visionary leader to define, build, and scale the entire post-sales engine that transforms new customers into high-value, long-term partners.

The mission is singular: to be the architect and owner of customer outcomes and retention. You will own the full implementation lifecycle, from deployment strategy and initial launch to ongoing customer relationship management (CRM) and value realization. You will structure the success methodology, build a world class team, and establish the scalable processes necessary to transition the company from an early stage product to a global B2B SaaS leader in Transport Management known for exceptional customer results.

The Responsibilities

• Customer Success & Strategy Ownership: Define and execute the global Customer Success (CS) strategy focused on maximizing Net Revenue Retention (NRR), expanding Customer Lifetime Value (CLV), and driving high product adoption for our client's Transport Management System (TMS). Own the post sale P&L and key success metrics, including churn, NRR, time to value, and customer satisfaction (CSAT/NPS).
• Implementation & Deployment Excellence: Design and formalize a repeatable, scalable, and accelerated implementation methodology to ensure rapid, high integrity deployment of the TMS across large enterprise clients. Personally oversee complex, strategic deployments, ensuring technical configuration aligns perfectly with customer operational goals and measurable business outcomes.
• Co Founder Leadership: Act as a late co founder, taking full ownership and accountability for all post GTM functions and providing executive level representation and advocacy for the customer base. Serve as the executive sponsor for key strategic accounts, strengthening relationships with C level stakeholders in Logistics, Operations, and IT.
• Team Building & Culture: Recruit, train, and mentor the foundational Implementation Consultants, Customer Success Managers (CSMs), and Technical Account Managers, establishing a culture rooted in deep domain expertise, proactive service, and a customer first partnership ethos.
• Voice of the Customer (VoC): Establish formal mechanisms (e.g., success councils, structured feedback loops) to capture deep customer insights and pain points, partnering closely with Product and Engineering leadership to directly inform the product roadmap and prioritization.
• Process & Technology Infrastructure: Design and implement the core CS infrastructure, including customer health scoring models, success playbooks, renewal processes, and the CS tech stack (e.g., CRM workflows, reporting tools) for scalable, proactive engagement.

The Skills & Competencies

• Experience: 8+ years of progressive experience in B2B SaaS, with a significant track record in leading Customer Success, Professional Services, or Implementation functions in a high growth startup environment (ideally Series A/B). Proven ability to manage complexity across implementation, adoption, value realization, and retention.
• Builder Mentality: Demonstrated ability to build a post sales function from the ground up, including defining success methodology, hiring talent, and establishing scalable processes that can handle exponential customer growth.
• Customer Acumen: Deep understanding of how to translate customer business objectives into concrete platform configurations and measurable success criteria. High emotional intelligence (EQ) and executive presence to manage C level relationships during critical deployment and retention phases.
• Grit & Vision: Exceptional organizational, operational, and strategic thinking skills, with the ability to manage competing priorities while maintaining a relentless focus on customer value.
• Cultural Fit: Strong alignment with the client's core values: Customer first partnership, Clarity over complexity, Progress over perfection, and Trust and accountability.

The Differentiators

• Domain Expertise: Experience and network within the Logistics, Supply Chain, or Transport Management Systems (TMS) sector is preferred. We value exceptional commercial builders who can quickly master the domain and accelerate time to value for our customers.

The Benefits

Late Co Founder with equity package.

The Process

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The Employer

Our client is a rapidly growing, Y Combinator backed logistics technology company. They are dedicated to reimagining how logistics teams plan, execute, and collaborate on transportation. Their connected platform is a powerful Transport Management System (TMS) designed to bring visibility, simplicity, and speed to every shipment.

The client believes modern logistics deserves tools that are easy to use, fast to implement, and built for real world complexity. By working side by side with shippers and carriers, their platform helps turn operational chaos into control, making transportation operations more predictable, transparent, and collaborative. They are looking for a commercial leader to join them as a late co founder to help them achieve their goal of building a category defining, enduring company.