Director, Customer Success

Who we are Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion. The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world’s first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.  The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.  About the role We are seeking a dynamic and customer-focused Director of Customer Success to join our 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 (including Commercial, Fleet Operations, and Engineering). This team is responsible for ensuring customer satisfaction, success, and growth while maximizing the value of our services. This is a hands-on role that combines individual contribution with building the team and processes. It requires a blend of technical understanding, customer relationship management, cross-functional partnership, and strategic thinking to optimize the value delivered to our customers. You will play a pivotal part in maintaining and expanding our relationships with high-profile customers in the retail, e-commerce, and grocery sectors. By deeply understanding customer needs, you will quarterback internal resources to resolve issues and drive valuable feedback into our product development and service delivery processes. This position is salaried and is onsite 5 days per week at our Santa Clara, CA location. What you will do: Build a Customer Success function within Gatik that: Serves as the primary point of contact with customers to ensure a high level of customer success and satisfaction Manages all issues and feedback from customers coordinates with internal teams (including Fleet Operations, Engineering, and Safety) to ensure timely resolution and communication Manages all customer onboarding and deployment projects, coordinating internal and external resources to ensure on-time, successful deployment Tracks, analyzes, and reports on key performance metrics (KPIs) for customers and Gatik Creates user-facing documentation to facilitate customer enablement and self-service Educates customers on G...