Catena Clearing

Customer Success Manager

• 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
• 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
• 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)
• 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
• 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

Head of Customer Success