Customer Excellence Manager

About Cargobase

At Cargobase, we build a collaborative platform that connects enterprise shippers (e.g. Bosch, Reckitt Benckiser, Goodyear, Ennoconn) and Logistics Service Providers (e.g. DHL, DSV, FedEx) to work together across complex freight operations. The platform supports the full logistics lifecycle - from urgent ad-hoc shipments to long-term tenders, and from invoicing and compliance to reporting and analytics. Our customers rely on Cargobase as a system embedded in their day-to-day operations.

Cargobase is entering its next phase of growth, scaling its product ecosystem, modernizing platform architecture, and expanding its global customer base. As customer complexity and commercial ambition increase, execution quality and customer outcomes become business-critical.

Role Overview

The Customer Excellence Manager plays a key role in delivering the full post-sales experience, including high-complexity implementations and customer outcomes, acts as the primary escalation layer, and raises execution standards across the team through hands-on coaching. The role operates within the post-sales system defined by the Senior Customer Excellence Manager and contributes directly to retention stability and expansion readiness.

Key Responsibilities

1. Customer Implementation & Onboarding

Lead and manage complex customer implementations from kick-off to go-live.

Conduct Analyze & Design workshops to capture customer needs and tailor platform configurations.

Perform fit-gap analysis, draft Solution Configuration Documentation, and coordinate User Acceptance Testing (UAT).

Ensure delivery decisions support long-term adoption, integrations, and growth.

Coordinate with Product and Engineering to resolve pre- and post-go-live issues.

2. Customer Relationship Management

Act as the primary point of contact for a portfolio of customers.

Drive platform adoption, operational stability, and value realization post-implementation.

Build strong relationships with key stakeholders and champion customer outcomes.

Drive platform adoption, usage growth, and customer satisfaction.

Monitor health metrics and proactively address risk signals.

Prepare accounts for expansion readiness in partnership with Senior Customer Excellence Manager and Sales.

3. Issue Resolution & Escalations

Handle escalated technical and operational issues requiring advanced troubleshooting.

Collaborate closely with internal teams to resolve recurring challenges or platform gaps.

Track, document, and share best practices across the team to improve support quality.

4. Internal Enablement & Coaching

Mentor and coach Customer Excellence Consultants

Lead internal training sessions and contribute to knowledge-sharing forums.

Review and improve playbooks, configuration templates, and onboarding checklists.

5. Continuous Improvement

Identify and propose improvements to workflows, tools, and customer experience strategies.

Partner with the Lead on pilot projects, new process rollouts, or internal initiatives.

Advocate for customer feedback and help translate it into action.

Key Qualifications

4–6 years in post-sales roles covering implementation, onboarding, and customer ownership in B2B SaaS.

Proven ownership of complex customer implementations and high-impact accounts.

Experience acting as an escalation point and mentoring junior team members.

Logistics, supply chain, or B2B platform exposure is a plus.

Experience with CRM and ticketing tools (e.g. HubSpot, Zendesk).

Familiarity with project management tools (e.g. Jira, Asana, RocketLane).

Strong documentation habits (e.g. Confluence, internal knowledge bases).

What Does Success Look Like 

After 90 days

You independently own a portfolio of customers and are the main contact for their day-to-day operations.

You host customer trainings and setup reviews and can advise on efficiency improvements. 

You can start to analyse platform usage data and can clearly explain what is working and what can be improved in the customer’s configuration or supplier network.

You make actionable, opinionated recommendations on account setup and customers act on them.

You handle most operational and technical questions directly, resolving most issues without escalation.

After 6 months

You manage multiple customer relationships in parallel with predictable health, adoption, and support load.

Your guidance increasingly follows standardised best-practice patterns, reducing configuration sprawl and recurring support issues.

You proactively identify optimisation and expansion opportunities based on usage data.

You surface recurring customer problems and operational gaps in a structured way, and work with Product on preventative or improvement measures.

You are trusted internally to balance customer needs with platform integrity and long-term scalability.

Overall success

Success means customers operate more efficiently on the platform over time, require less reactive support, and naturally expand their use of services.