Catena Clearing

Head of Customer Success

Catena Clearing

full-time

Posted on:

Location Type: Remote

Location: United States

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Job Level

Lead

Tech Stack

Distributed SystemsSQL

About the role

  • 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

Requirements

  • 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.
Benefits
  • Competitive salary
  • Meaningful equity
  • Full benefits
  • 401k match
  • Flexible location with occasional travel
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
SQLAPIswebhooksdata inspectiondebuggingdistributed systemsdata pipelinescustomer onboardingsupport workflowsSLA management
Soft Skills
customer successproblem-solvingcommunicationcalm under pressureownershipcollaborationproactive identificationfeedback loopstechnical aptitudeoperationalization