Director Customer Success (m/f/d)

Our Company
Simplifying global trade is Freighthub's mission from day one. We are leveraging our digital mindset and technological skillset to revolutionise this multi-billion dollar industry by increasing transparency and reducing hassle for everybody that is moving goods on this planet, may it be an up and coming FBA Seller or a corporate customer. Equipped with a team of experienced founders and backed by top tier investors we are touching the lives of millions of end customers every day. The only thing missing is YOU to continue our journey. 

Your Role
As the Director Customer Success you drive customer success outcomes. You work together with all departments of FreightHub and optimize the customer journey focusing on the biggest opportunities always.

Your Tasks

  • You drive customer success outcomes. Reduce churn and increase retention. Increase our future lifetime value through higher product adoption, effortless operational experience, customer satisfaction and overall health scores.
  • You drive new business growth through greater advocacy and reference-ability.
  • You drive the application of relevant strategies, best-practices and know-how of Customer Success to the logistics industry and FreightHub’s business model, with it’s strong focus on Technology AND Operations.
  • You manage customer success activities at FreightHub. Lead the team of strategic customer success managers in driving continuous improvement of retention and reduction of churn. Ensure key customer success processes (e.g. onboarding, escalations, …) remain best-practice and continue to create value.
  • You recruit, mentor, groom and inspire a world-class team.
  • You lead relevant initiatives and projects to increase customer value within FreightHub. Manage the initiative professionally, ensure cross-functional buy-in and track your impact.
  • You help foster company-wide culture of Customer Success Clarification: Customer Success at FreightHub is NOT directly responsible to manage customers, renewals and upsells. That responsibility lies with the Key Account Management Team in the Commercial Organization. Customer Success at FreightHub has a strategic focus on establishing best-practice processes, continuous improvement and implementation of relevant strategic initiatives with an end-to-end customer-focused mindset.

Your Profile

  • You have 3+ years experience in leading customer-facing organization OR 4-6 years top-management consulting experience with a focus on customer-facing organizations or logistics
  • Your customer-success, post-sale and sales experience is a big plus
  • You demonstrate strong empathy for customers AND passion for revenue and growth
  • You have the ability to manage influence through persuasion, negotiation, and consensus building
  • You bring a deep understanding of value drivers for customers and TECH business models
  • You have an analytical and process-oriented mindset
  • You demonstrate a desire for continuous learning and improvement
  • Your an enthusiastic and creative leader with the ability to inspire others
  • You have excellent communication and presentation skills
  • You are fluent in German and English
  • You have a relevant Bachelor’s degree; preference for business, logistics, computer science or related degrees

Why Us - You can look forward to

  • a highly skilled founding team backed by a Series B of 30 Mio USD
  • an innovative business model in the logistics industry
  • responsibility and autonomy to take key decisions for the future of FreightHub
  • a steep learning curve that is supported by training and development sessions
  • talented, multifaceted and highly motivated colleagues 
  • a familiar company culture and team events
Check out our video to see what it is like to work at FreightHub:

At FreightHub, we don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our community. FreightHub is proud to be an equal opportunity workplace and is an affirmative action employer.