Director, Customer Success

Gatik

Mountain View, California

Full Time

Posted March 7, 2026

$180k - $220k

Not Specified

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Job Description

The role involves leading the Customer Success team at Gatik to ensure customer satisfaction, manage onboarding and deployment, and drive growth through strategic relationship management and process optimization in the autonomous logistics industry.

Key Responsibilities

Build and lead the Customer Success team to ensure customer satisfaction and success
Serve as the primary point of contact for key customers and coordinate with internal teams to resolve issues
Manage customer onboarding, deployment projects, and ensure timely, successful delivery
Track, analyze, and report on customer and company KPIs
Create user-facing documentation to facilitate customer enablement and self-service
Educate customers on Gatik's capabilities and promote adoption of new features and services
Drive contract renewals and expansions in collaboration with the Commercial team
Recruit, train, and manage a high-performing Customer Success team
Design and implement customer-facing and internal processes and tools to support service delivery
Partner with Manufacturing and Supply Chain to align deployment forecasts with customer commitments
Identify and proactively address potential service issues or inefficiencies
Define strategic vision and roadmap for Customer Success, establishing scalable success frameworks

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.
At least 3 years of experience in a leadership position managing a team.
A systematic, process-oriented approach with a proven track record of combining high-tech automation with high-touch personal service.
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 such as HubSpot, Jira, Confluence, and Zapier.
Physical ability to perform onsite work at the Mountain View, CA location 5 days per week.