Head of Customer Success

Head of Customer Success

US-Remote | 8–12 years experience | Freight / Transportation required

Catena is building the universal data infrastructure layer for freight. We sit beneath TMSs, visibility platforms, brokers, fintechs, and marketplaces, normalizing real-time telematics and execution data so our customers can build reliable, automated, decision-grade products without owning telematics complexity themselves.

As we land larger, platform-scale customers, Customer Success becomes mission-critical infrastructure. This role is about ensuring our customers can trust, operate on, and scale with Catena’s data 24/7, not just onboarding them and hoping for the best.

This is not a relationship-only CS role. We’re looking for someone who understands freight operations, can read logs and SQL, diagnose API issues, and calmly own customer outcomes when things break at 2am.

Role Summary

As Head of Customer Success, you will own retention, expansion, and reliability across Catena’s customer base, with a particular focus on platform and enterprise customers that embed Catena deeply into their products.

You will be responsible for:

• Ensuring customers successfully operationalize Catena’s data inside their platforms

• Building the processes, tooling, and coverage needed for near-24/7 support

• Acting as the technical and operational escalation point for our most important accounts

• Translating customer pain into clear product and engineering action

You will work closely with the CEO, CTO, Product, and Engineering to make Customer Success a core systems function, not a reactive support desk.

What You’ll Do

Customer Ownership & Retention

• Own end-to-end customer success for key platform customers (TMSs, marketplaces, large brokers)

• Ensure customers can reliably ingest, interpret, and act on Catena data in production

• Proactively identify risk, usage slowdowns, or data issues before they become churn

• Drive renewals, expansions, and long-term account health
  
  

Technical Support & Diagnostics

• Act as the primary escalation point for complex customer issues (API behavior, data discrepancies, latency, coverage questions)

• Debug issues using logs, SQL, API traces, and customer context

• Work directly with engineering to triage incidents and close feedback loops

• Help customers understand edge cases in telematics data and execution signals

Platform Readiness & Operations

• Design and own Catena’s support model for large, always-on platforms

• Define Tier 1 vs Tier 2 support workflows, SLAs, and escalation paths

• Build after-hours, nights, and weekend coverage plans appropriate for platform customers

• Evaluate and implement support tooling (e.g. Zendesk, Linear, Slack channels, paging)

Onboarding & Enablement

• Oversee technical onboarding for new platform customers

• Ensure customers understand how to integrate, test, and monitor Catena data correctly

• Partner with Product and FDEs to improve onboarding flows and documentation

• Help customers operationalize Catena data into real workflows, not just connect APIs

Cross-Functional Leadership

• Serve as the voice of the customer internally

• Feed real-world usage, failures, and patterns back into Product and Engineering

• Partner with GTM to support pilots, enterprise evaluations, and critical launches

• Help define what “production-ready” means from a customer’s perspective

Skills & Qualifications

• 8–12 years experience in customer success, solutions engineering, platform support, or technical operations

• Deep familiarity with freight, transportation, logistics, or supply chain systems (TMS, ELDs, telematics, brokers, carriers)

• Strong technical aptitude, comfortable with:

• APIs, webhooks, and integrations

• SQL and data inspection

• Debugging distributed systems and data pipelines

• Experience supporting B2B platforms with uptime, reliability, and SLA expectations

• Calm under pressure, comfortable owning issues end-to-end

• Strong written and verbal communication skills across technical and non-technical teams

Ideal Candidate Profile

• Has worked inside or alongside a freight tech platform, TMS, carrier, or large broker

• Has been “on call” before and understands real operational responsibility

• Comfortable getting hands dirty while also designing scalable processes

• Thinks in systems, not tickets

• Values long-term customer trust over short-term optics

• Pragmatic, direct, and highly accountable

Why Join Catena?

• Real Responsibility: Own customer outcomes for platform-scale customers

• Technical Depth: Role sits at the intersection of product, engineering, and operations

• Real Scale: Hundreds of thousands of trucks, 140+ telematics providers, growing fast

• High Trust: Work directly with the CEO and CTO on critical customer decisions

• Momentum: Customers are live in production and some are investors

• Remote-First: US-based, flexible location with occasional travel

• Compensation: Competitive salary, meaningful equity, full benefits, 401k match

Company Description

Catena builds the connectivity infrastructure freight has been missing. We unify telematics, ELD, and operational data into a single, permissioned API so logistics platforms can automate workflows, reduce fraud, improve safety, and build better products.

We are operators who’ve lived these problems inside carriers, brokerages, TMSs, and financial institutions. We care about accuracy, coverage, and real business outcomes, not hype.

Catena has raised $8.25M from Shaper Capital, Floating Point, Plug and Play, Liquid 2, and leading industry angels.