Description

Wiremind Cargo has had strong commercial momentum over the past 18 months. We've signed and are implementing our CargoStack and SkyPallet solutions with several of the world's largest airlines, and our customer base now includes major carriers across the Middle East, Europe, and Asia. With 25+ accounts overall live or going live, we need someone focused on making our key accounts successful.

Today, our customer relationships are managed by the same people who sell and implement our products. As our installed base grows, we need a dedicated function that owns customer health, protects revenue, and drives expansion. This is a foundational hire. You'll be shaping and strengthening the customer success function at Wiremind Cargo, creating the playbooks, and owning relationships with some of the biggest names in air cargo.

The Role

This role sits within our Business Development & Commercial team, reporting to the Chief Commercial Officer. You will own our post-implementation customer relationships — ensuring our airline partners get maximum value from our products and turning them into long-term, expanding partnerships.

Your accountabilities:

• Customer Relationship Ownership: Primary point of contact and trusted advisor for our enterprise airline customers. You manage 4-6 complex accounts, each requiring a hands-on, senior approach. You understand each customer's business processes and competitive landscape at an intimate level — their operations, their pain points, and how our products fit into their world.

• Revenue Protection & Growth: Own renewals and drive contract expansion across your portfolio. You're commercially minded — you proactively identify upsell opportunities and can articulate the revenue impact of your work.

• Strengthening the CS Function: We have the foundations of a CS process but want it significantly improved. You'll work with our Commercial Operations Manager to build out health scoring, Quarterly Business Reviews, renewal workflows, escalation paths, and reporting into a robust, repeatable system.

• Delivery-to-Steady-State Transition: Work with our delivery and product specialist team to ensure smooth handoffs from implementation to ongoing management. You may also occasionally support delivery activities as needed — we're a small team and flexibility matters.

• Voice of the Customer: Be the internal champion for your customers — ensuring their feedback reaches product and tech teams as structured, prioritized input that drives roadmap decisions.

Our Culture & Challenges

You'll join a commercial team spanning Hong Kong, London, and Paris, and work closely with product, tech, data science, and finance across the wider organization (~30 people).

What we want to be transparent about:

• Collaborative & Flexible: Responsibilities between team members won't always be perfectly delineated. You'll work alongside our product specialists on accounts where they lead delivery and you lead the relationship. Being a strong team player who navigates ambiguity comfortably is essential.

• Complex, Technical Product: Our software sits at the heart of airline revenue management. You'll need to invest time understanding the product to be credible. Your instinct should be to open the product, figure out how it works, and present things pragmatically — not wait for someone to explain it to you.

• Communication is Non-Negotiable: Simplify complex topics, think message-first, tailor to your audience. Document meetings and immediately think "who needs to know this?" Present well, write crisply, and be the person who makes sure information flows to the Offer & Logistics: Compensation, location, and start date. We're targeting onboarding by mid-2026.

• Proactive by Default: Your instinct should be to jump on a call or visit a customer in person — not wait to be told. We need people in the driving seat who own outcomes, propose solutions, and run with things autonomously.

• Travel & Remote Collaboration: Regular travel to customer sites and our Paris HQ expected (~25-30%). You're disciplined about async communication and comfortable across time zones.

Your Journey with Us

First 90 Days: Deep onboarding into our products, customer contracts, and relationship history. You meet every key stakeholder at your accounts, take ownership of priority relationships, and conduct a full audit of current CS processes — delivering a proposed operating model for how we should manage customers going forward.

First 180 Days: You're the autonomous owner of all post-implementation relationships. QBRs are running, the CS playbook is in use, and you're actively managing upsell conversations in at least 1-2 accounts. Relationships that needed attention have been stabilized.

First Year: Renewals are on track, at least one significant upsell has closed or is in advanced stages, and customer satisfaction has measurably improved. The CS function is established enough that a new team member could onboard using the processes you've built.

Ideal Profile

• Experience: 3-6 years in B2B SaaS customer success, strategic account management, or a similar enterprise customer-facing role.

• Industry Knowledge: Air cargo, aviation, logistics, or travel tech is a strong advantage. Alternatively, another technical B2B vertical with complex products and long sales cycles.

• Commercially Minded: You understand renewals, upsell, and account growth — not just satisfaction. You tie your work to revenue.

• Structured Problem-Solver: You take a messy situation and break it into a clear plan with priorities, owners, and timelines.

• Exceptional Communicator: Written and verbal. QBRs, internal escalations, and leadership updates — all in the same week.

• Location: Europe — London or Paris preferred. Regular travel to customers (Middle East, Europe, Asia) and Paris HQ.

• Languages: Business-level English required. Additional languages are a plus.

Next Steps

• HR Screening: An initial conversation with our team to understand your background and expectations.

• Interview: A more in-depth discussion with the Chief Commercial Officer about the role, your experience, and your approach to customer success.

• Case Study: A practical exercise simulating the role. More details will follow.

• Technical Interview to debrief the case study with the Chief Commercial Officer and the CEO of Cargo