CLEARJET INC.

Own post-sale customer experience, retention, onboarding, and account growth while leading executive reviews, resolving escalations, and improving operational efficiency through AI-driven processes. | Requires 7+ years in customer success or account management, specifically in logistics, parcel shipping, or B2B SaaS, along with strong analytics, executive presence, and revenue-target management. | ABOUT CLEARJET ClearJet is a Series B parcel logistics company changing how packages move. Instead of building new infrastructure, we connect the underutilized capacity already sitting in existing shipping networks with modern technology, so our e-commerce customers get faster, more reliable middle-mile and express delivery at a better cost than the incumbents. We're a lean, execution-focused, remote-first team, and we use AI in our everyday work to move faster. THE ROLE We're hiring a Director of Customer Success to own the post-sale experience for ClearJet's e-commerce shippers, from onboarding through renewal and expansion. As we grow, we need a senior operator who keeps service reliable and makes sure every account sees the value of shipping with us. You'll join a team of two as its third member, reporting to our Head of Customer Success. This is a senior individual contributor role today, with a clear path to building and leading a team as we grow. You'll partner closely with Sales, Operations, Product, and Finance. WHAT YOU'LL DO * Own a revenue and retention number. Carry a target for gross and net revenue retention across your book of accounts by spotting at-risk customers early, running renewals, and partnering with Sales on volume growth and new lanes. * Deliver operational excellence. Monitor delivery performance, catch problems early, and hold ClearJet to the service standard our customers expect. * Build a scalable onboarding motion. Get new shippers live quickly and cleanly, from integration and label setup through their first weeks of volume, so they hit their delivery goals from day one. * Be the customer's advocate inside ClearJet. Work with Operations and Product to resolve service issues, reduce delivery exceptions, and turn recurring customer feedback into network and product improvements. * Run executive business reviews. Lead regular performance reviews with key accounts covering on-time delivery, transit times, SLA performance, and cost savings, and use them to deepen relationships. * Manage escalations, SLAs, and claims. Own the escalation path for service failures and SLA claims, working with Finance and Operations to resolve them fairly and quickly while protecting the relationship. * Define and report on CS metrics. Build the playbooks, health scores, and dashboards that give leadership a clear view of customer health and churn risk, and that will scale as the team grows. * Use AI to work smarter. Automate account health reporting, QBR prep, and ticket triage, and find where AI can remove manual work so the team spends more time with customers. WHAT YOU BRING * 7+ years in customer success, account management, or client services, including ownership of a revenue or retention target. * Experience in logistics, parcel shipping, or B2B SaaS serving e-commerce brands. * A track record of improving retention and growing revenue within an existing customer base. * Comfort working with operational data: you can read shipment performance metrics and SLA reports and turn them into clear stories and action plans for customers. * Strong executive presence and calm, candid handling of tough service conversations. * Comfort being hands-on: you enjoy owning accounts directly while also building the CS processes a small, fast-growing team needs. NICE TO HAVE * Experience with middle-mile or regional carrier networks, shipping integrations, or multi-carrier platforms. * Experience managing or mentoring others, and interest in leading a team. * Hands-on experience using SQL or BI tools (e.g., Omni, Looker) to analyze customer data. * Experience with SLA claims or carrier performance management. COMPENSATION & BENEFITS We take care of our people so they can do their best work. * Competitive pay: $130,000 – $150,000 base salary, plus annual bonus eligibility * Health benefits: a choice of medical plans (including HSA-eligible options with a company HSA contribution), plus dental and vision * Income protection, on us: company-paid life insurance, short-term disability, and long-term disability * Time to recharge: 15 days of PTO a year plus 10 paid holidays * Planning for the future: 401(k) with company match  * Support when you need it: a confidential Employee Assistance Program, 24/7 virtual care, mental health support, and a personal health advocate for you and your family * Extras: pre-tax FSA and dependent care accounts, optional supplemental coverage, pet wellness, and identity protection * Remote-first flexibility: work from where you do your best work At ClearJet, we believe the best ideas come from teams with different backgrounds, experiences, and ways of thinking. We're proud to be an equal opportunity employer. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, and any other characteristic protected by law, and we make hiring decisions based on skills, experience, and potential. If you need an accommodation at any point in the application or interview process, please reach out to hr@clearjet.com.

Plan and execute logistics flow from fulfillment centers through air cargo to final mile delivery, ensuring compliance and cost-effective routing. | Requires 3-5 years cargo industry experience, TSA compliance knowledge, bachelor's degree or equivalent, and skills in freight forwarding and traffic management systems. | Company ClearJet, INC Summary ClearJet is assembling a team of unique e-commerce logistics Quarterbacks to plan and control our Customers' commodities from warehouse sortation through domestic air cargo networks into the final mile delivery solution. This team will employ high energy levels, Omnidirectional strategic thinking, and tactical execution, all delivered with unparalleled Customer Service soft skills. Characteristics • Will interact closely with Customers, stakeholders, and cross-functional Senior Leadership, both internally and externally. • Ethically conduct oneself in an honest, professional, and unbiased manner maintaining behavior and performance aligned with the ClearJet mission and core values. • Deliver an unselfish attitude with the team, Customers, and our culture. • You self-manage with the high capacity to prioritize hour-by-hour and day-to-day, keeping the short, mid, and long-term business strategies in mind. • Requires a business growth mindset passionate about your craft and will examine ways to enhance yourself, our process, and Customer experience. Responsibilities • Maintain our TSA compliance, coordinate audits, and be the primary liaison on duty. • Plan and execute the logistics to flow from the customers' fulfillment center, the first mile, to the ClearJet sortation warehouse, then move to the airline cargo warehouse and the final mile integration. • You will deliver cost-effective routing solutions, monitor tracking, and trace exceptions through various internet tools and transportation software systems. • Secure pieces, weights, and dimensions and prepare the airline cargo airway bill. • Book and coordinate ground movements to/from our warehouses and airport cargo locations. • Act as the primary liaison with key stakeholders, build and sustain optimistic relationships with ground transportation providers, airline cargo teams, and internal and external customers. • Seek the most profitable mode of shipment, meeting the company's revenue goals and customers' requirements in agreed timetables. • Ensures documents are completed and updated promptly, efficiently, and according to regulations and internal procedures. • Correctly enter data into the transportation management system and maintain and generate required reports; properly process, audit, and file various documentation. • Use prior experience in Air Cargo Freight Forwarding to solve complex shipping situations and keep stakeholders informed proactively. • The ability to recognize possible and existing service failures and issues, effectively communicate these situations, offer solutions, and ensure customers are updated promptly. • Proactively identify shipments at risk of service failure and take control of shipments to ensure on-time delivery. • Have the fortitude to call audibles. • Will support Leadership with daily shift recaps and monthly business review preparation, including all data and your analysis. Requirements • Must pass the: • TSA Security Threat Assessment background check • Bachelor's Degree in Business, Transportation, Logistics, or Supply Chain or equivalent work experience. • Will work in a safety-sensitive position that includes a drug-free work environment • Three to Five years of cargo industry experience, including recent work in e-commerce shipping and processing. • Exceptional understanding of the airline cargo business, including TSA security, booking, tracing, and technology interface. • Excellent understanding of freight forwarding procedures, including operations, booking, tracing, security, and technology interface. • Understanding and use of Traffic Management Systems • Knowledge using the various Google WorkSpace applications that include: • Gmail, Pages, and Numbers • Can actively monitor Social Media channels to identify service failures and goodwill gesture opportunities and share essential industry news. • Other duties as assigned Benefits • Compensation package • Option to participate in company health insurance plans which include: • Medical • Dental • Vision • Generous Vacation, Sick Paid Time Off, and Floating Holiday EEO ClearJet is an equal opportunity employer. We evaluate qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics.