Director, Customer Success

<h3><span style="font-family: 'times new roman', times, serif;">Who we are</span></h3> <p><span style="font-family: 'times new roman', times, serif;">Gatik, the leader in autonomous middle-mile logistics, is revolutionizing the B2B supply chain with its autonomous transportation-as-a-service (ATaaS) solution and prioritizing safe, consistent deliveries while streamlining freight movement by reducing congestion. The company focuses on short-haul, B2B logistics for Fortune 500 retailers and in 2021 launched the world’s first fully driverless commercial transportation service with Walmart. Gatik's Class 3-7 autonomous trucks are commercially deployed across major markets, including Texas, Arkansas, and Ontario, Canada, driving innovation in freight transportation.&nbsp;</span></p> <p><span style="font-family: 'times new roman', times, serif;">The company's proprietary Level 4 autonomous technology, Gatik Carrier™, is custom-built to transport freight safely and efficiently between pick-up and drop-off locations on the middle mile. With robust capabilities in both highway and urban environments, Gatik Carrier™ serves as an all-encompassing solution that integrates advanced software and hardware powering the fleet, facilitating effortless integration into customers' logistics operations.&nbsp;</span></p> <h3><span style="font-family: 'times new roman', times, serif;"><strong>About the role</strong></span></h3> <p><span style="font-family: 'times new roman', times, serif;">We are seeking a dynamic and customer-focused Director of Customer Success to join our team. The Director of Customer Success will build and lead a Customer Success team that acts as the primary point of contact for key customers and the central coordinating hub for internal partners (including Commercial, Fleet Operations, and Engineering). This team is responsible for ensuring customer satisfaction, success, and growth while maximizing the value of our services.</span></p> <p><span style="font-family: 'times new roman', times, serif;">This is a hands-on role that combines individual contribution with building the team and processes. It requires a blend of technical understanding, customer relationship management, cross-functional partnership, and strategic thinking to optimize the value delivered to our customers. You will play a pivotal part in maintaining and expanding our relationships with high-profile customers in the retail, e-commerce, and grocery sectors. By deeply understanding customer needs, you will quarterback internal resources to resolve issues and drive valuable feedback into our product development and service delivery processes.</span></p> <p><span style="font-family: 'times new roman', times, serif;"><strong>This position is salaried and is onsite 5 days per week at our Mountain View, CA location.</strong></span></p> <p><span style="font-family: 'times new roman', times, serif;"><strong>What you will do:</strong></span></p> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Build a Customer Success function within Gatik that:</span> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Serves as the primary point of contact with customers to ensure a high level of customer success and satisfaction</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Manages all issues and feedback from customers coordinates with internal teams (including Fleet Operations, Engineering, and Safety) to ensure timely resolution and communication</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Manages all customer onboarding and deployment projects, coordinating internal and external resources to ensure on-time, successful deployment</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Tracks, analyzes, and reports on key performance metrics (KPIs) for customers and Gatik</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Creates user-facing documentation to facilitate customer enablement and self-service</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Educates customers on Gatik’s capabilities and drives adoption of new features and services.</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Works closely with the Commercial team to drive contract renewals and expansions.</span></li> </ul> </li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Recruit, hire, train, and manage a high-performing team of Customer Success / Deployment specialists, establishing clear goals, performance metrics, and career development pathway</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Design and implement customer-facing and internal processes and tools to support service delivery</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Own and publish “ground truth” documents for all customer deployments, including the deployment schedule, KPIs, and operational status</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Partner with Manufacturing and Supply Chain to provide accurate deployment forecasts, ensuring vehicle production and delivery timelines align with customer commitments and contractual milestones</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Identify and proactively address potential service issues or inefficiencies</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Help define the strategic vision and roadmap for Customer Success at Gatik, aligning it with company goals and customer outcomes.</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Establish success frameworks and best practices that scale as Gatik’s customer base and operational footprint grow.</span></li> </ul> <h3><span style="font-family: 'times new roman', times, serif;"><strong>What we're looking for</strong></span></h3> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Bachelor’s degree in Engineering, Business, Logistics, Supply Chain Management, or related field.</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">7-10 years of experience in customer success, account management, or other similarly customer-centric role within B2B hardware sectors, including at least 3 years in a leadership position</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">A systematic, process-oriented approach with a proven track record of combining high-tech automation with high-touch personal service</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">A proven team builder who focuses on the continuous improvement of Customer Success team members</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Excellent program management skills, with the ability to establish goals, create program schedules, and align resources to achieve program objectives</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Excellent interpersonal and communication skills, with the ability to engage stakeholders at all levels</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Proven problem-solving skills and a customer-centric mindset</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Ability to manage multiple customer accounts and prioritize tasks effectively</span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Experience using and administering CRM, data analysis, ticketing, collaboration, and workflow tools (e.g., HubSpot, Jira, Confluence, Zapier); coding experience a plus</span></li> </ul> <p><span style="font-family: 'times new roman', times, serif;">At Gatik, you'll be at the forefront of autonomous logistics, ensuring the safety of our drivers and the success of our mission to deliver goods safely and efficiently. If you're passionate about safety, compliance, and making an impact in a fast-paced, innovative environment, we’d love to hear from you!</span></p> <p><span style="font-family: 'times new roman', times, serif;">Salary Range - $180,000- $220,000</span></p> <h3><span style="font-family: 'times new roman', times, serif;">More about Gatik</span></h3> <p><span style="font-family: 'times new roman', times, serif;">Founded in 2017 by experts in autonomous vehicle technology, Gatik has rapidly expanded its presence to Mountain View, Dallas-Fort Worth, Arkansas, and Toronto. As the <em>first and only</em> company to achieve fully driverless middle-mile commercial deliveries, Gatik holds a unique and defensible position in the AV industry, with a clear trajectory toward sustainable growth and profitability.</span></p> <p><span style="font-family: 'times new roman', times, serif;">We have delivered complete, proprietary AV technology - an integration of software and hardware - to enable earlier successes for our clients in constrained Level 4 autonomy.&nbsp; By choosing the middle mile – with defined point-to-point delivery, we have simplified some of the more complex AV challenges, enabling us to achieve full autonomy ahead of competitors. Given extensive knowledge of Gatik’s well-defined, fixed route ODDs and hybrid architecture, we are able to hyper-optimize our models with exponentially less data, establish gate-keeping mechanisms to maintain explainability, and ensure continued safety of the system for unmanned operations.</span></p> <p><span style="font-family: 'times new roman', times, serif;">Visit us at <span style="text-decoration: underline;"><a href="http://gatik.ai/">Gatik</a></span> for more company information and <span style="text-decoration: underline;"><a href="https://gatik.ai/careers/">Careers at Gatik</a></span> for more open roles.</span></p> <h3><span style="font-family: 'times new roman', times, serif;">Notable News</span></h3> <ul> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Bloomberg: <span style="text-decoration: underline;"><a href="https://www.bloomberg.com/news/articles/2026-01-27/autonomous-trucking-firm-gatik-inks-contracts-worth-600-million">Autonomous Trucking Firm Gatik Inks Contracts Worth $600 Million</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Forbes: <span style="text-decoration: underline;"><a href="https://www.forbes.com/sites/alanohnsman/2026/01/28/hundreds-of-gatik-robot-delivery-trucks-headed-for-us-roads/?utm_campaign=ForbesMainLI&amp;utm_source=ForbesMainLinkedIn&amp;utm_medium=social">Hundreds’ Of Gatik Robot Delivery Trucks Headed For U.S. Roads</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Forbes:<a href="https://www.forbes.com/sites/richardbishop1/2025/09/23/gatik-and-loblaw-announce-largest-commercial-deployment-of-av-trucks/"><span style="text-decoration: underline;">Gatik And Loblaw Announce Largest Commercial Deployment Of AV Trucks</span></a></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Forbes:&nbsp;<span style="text-decoration: underline;"><a href="https://www.forbes.com/sites/alanohnsman/2023/09/05/forget-robotaxis-upstart-gatik-sees-middle-mile-deliveries-as-the-path-to-profitable-avs/?sh=52b7a7866e61">Forget robotaxis. Upstart Gatik sees middle-mile deliveries as the path to profitable AVs</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Tech Brew: <span style="text-decoration: underline;"><a href="https://www.emergingtechbrew.com/stories/2024/09/06/gatik-ai-richard-steiner-regulations-av-industry">Gatik AI exec unpacks the regulations that could shape the AV industry</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Business Wire: <span style="text-decoration: underline;"><a href="https://www.businesswire.com/news/home/20241008155613/en/Gatik-Paves-the-Way-for-Safe-Driverless-Operations-%E2%80%98Freight-Only%E2%80%99-at-Scale-with-Industry-First-Third-Party-Safety-Assessment-Framework">Gatik Paves the Way for Safe Driverless Operations (‘Freight-Only’) at Scale with Industry-First Third-Party Safety Assessment Framework</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Auto Futures: <span style="text-decoration: underline;"><a href="https://www.autofutures.tv/news-features/autonomous-trucking-group-gatik-secures-investment-from-nippon-express-holdings/s/e125e5df-220b-42b6-b2df-754f54d602a9">Autonomous Trucking Group Gatik Secures Investment From NIPPON EXPRESS HOLDINGS</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Automotive News: <span style="text-decoration: underline;"><a href="https://www.autonews.com/mobility-report/gatik-prepares-launch-self-driving-trucks-scale">Gatik foresees hundreds of self-driving trucks on road soon, and that's just the beginning</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Forbes: <span style="text-decoration: underline;"><a href="https://www.forbes.com/sites/richardbishop1/2024/05/30/isuzu-and-gatik-go-all-in-to-scale-up-driverless-freight-services/">Isuzu And Gatik Go All In To Scale Up Driverless Freight Services</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Bloomberg: <span style="text-decoration: underline;"><a href="https://www.bloomberg.com/news/newsletters/2024-05-24/autonomous-vehicle-startup-takes-off-by-picking-off-easier-routes">Autonomous Vehicle Startup Takes Off by Picking Off Easier Routes</a></span></span></li> <li style="font-family: 'times new roman', times, serif;"><span style="font-family: 'times new roman', times, serif;">Reuters: <span style="text-decoration: underline;"><a href="https://www.reuters.com/technology/driverless-vehicles-limited-routes-bump-along-despite-us-robotaxi-scrutiny-2023-12-13/">Driverless vehicles on limited routes bump along despite US robotaxi scrutiny</a></span></span></li> </ul> <h3><span style="font-family: 'times new roman', times, serif;">Taking care of our team</span></h3> <p style="text-align: justify;"><span style="font-family: 'times new roman', times, serif;">At Gatik, we connect people of extraordinary talent and experience to an opportunity to create a more resilient supply chain and contribute to our environment’s sustainability. We are diverse in our backgrounds and perspectives yet united by a bold vision and shared commitment to our values. Our culture emphasizes the importance of collaboration, respect and agility.</span></p> <p style="text-align: justify;"><span style="font-family: 'times new roman', times, serif;">We at Gatik strive to create a diverse and inclusive environment where everyone feels they have opportunities to succeed and grow because we know that together we can do great things. We are committed to an inclusive and diverse team. We do not discriminate based on race, color, ethnicity, ancestry, national origin, religion, sex, gender, gender identity, gender expression, sexual orientation, age, disability, veteran status, genetic information, marital status or any legally protected status.</span></p> <h3>&nbsp;</h3>