Founding Customer Success Consultant / Head of Customer Success (Fractional)
Location: Remote
Type: Fractional / Part-Time Consultant (Potential to become long-term advisor)
About Us
BP Freight is a fast-growing U.S.-based logistics company providing LTL, Truckload, Small Parcel, Drayage, Intermodal, Air Freight, and Ocean Freight solutions.
We are looking for someone who has done more than manage a Customer Success team—we're looking for someone who has built one from scratch.
If you've designed Customer Success departments for startups or growing companies, created scalable systems, hired and coached teams, and significantly improved customer retention and expansion, we'd like to talk.
Your Mission
Design and build a complete Customer Success department that can scale as our company grows.
You'll work directly with the CEO to create the strategy, systems, processes, KPIs, playbooks, and operating rhythm for Customer Success.
This is a builder role—not a maintenance role.
What You'll Be Responsible For
- Build our Customer Success strategy from the ground up.
- Design the customer journey from onboarding through long-term retention.
- Develop Customer Success SOPs and playbooks.
- Build onboarding, adoption, renewal, and customer engagement programs.
- Create health scores, churn prediction models, customer segmentation, and success plans.
- Design KPI dashboards and executive reporting.
- Define customer lifecycle metrics and success measurements.
- Establish QBR (Quarterly Business Review) frameworks.
- Build customer communication standards.
- Develop escalation and issue management processes.
- Recommend the ideal Customer Success organizational structure.
- Help hire, train, and coach Customer Success Managers.
- Create scalable systems that continue working as the company grows.
- Work closely with Sales, Operations, Billing, and Leadership to improve customer experience across the business.
What We're Looking For
We are specifically looking for someone who has:
- Built a Customer Success department from the ground up.
- Worked with startups or high-growth companies.
- Designed scalable Customer Success organizations.
- Led Customer Success teams.
- Successfully reduced churn and increased customer retention.
- Built onboarding programs, playbooks, KPIs, dashboards, and operational processes.
- Experience with CRM systems and Customer Success platforms.
- Strong project management and documentation skills.
- Excellent communication and leadership abilities.
- The ability to challenge leadership and recommend best practices—not simply execute tasks.
Preferred Experience
We'd love to see experience with:
- B2B SaaS
- Logistics or Supply Chain
- Technology companies
- Subscription businesses
- High-growth startups
- Venture-backed companies
Success Looks Like
Within the engagement, you will have helped us create:
- A fully documented Customer Success department
- Complete SOPs and operational playbooks
- Customer lifecycle framework
- Customer onboarding process
- Health scoring model
- Customer segmentation strategy
- Retention program
- Expansion and upsell framework
- KPI dashboard
- Executive reporting cadence
- Team roles and organizational structure
- Hiring plan
- Training program
- Performance scorecards
Ideal Candidate
You're someone companies hire when they don't have a Customer Success department—and leave after you've built one that scales.
You enjoy creating order from chaos.
You're strategic enough to advise leadership and practical enough to roll up your sleeves and build the systems yourself.
Applicants without direct experience building Customer Success organizations from the ground up will not be considered.
Pay: $35.00 - $45.00 per hour
Application Question(s):
- Required Screening Questions
1. Have you personally built a Customer Success department from scratch?
o Yes
o No
- 2. Approximately how many Customer Success Managers have you hired and managed?
o None
o 1–3
o 4–10
o 10+
- 3. What stage was the company when you built the Customer Success department?
o Startup (0–50 employees)
o Growth Stage (50–250)
o Enterprise
o I did not build the department
- 4. Which of the following have you personally designed? (Select all that apply.)
o Customer onboarding process
o Customer health scoring
o Customer segmentation
o QBR process
o Churn reduction strategy
o Renewal process
o Expansion/Upsell framework
o SOPs & playbooks
o KPI dashboard
o Team hiring & training
A strong candidate should check at least 6–7 of these.
- 5. What measurable business results did your Customer Success initiatives achieve?
Examples:
o Reduced churn by _%
o Increased retention from __% to __%
o Increased NRR by _%
o Improved customer satisfaction from __ to __
o Increased expansion revenue by _%
(Free-text answer)
- 6. Which Customer Success software have you used?
o Gainsight
o ChurnZero
o Totango
o Planhat
o HubSpot
o Salesforce
o Monday.com
o Other: ___
- 7. Have you worked in any of these industries?
o Logistics / Freight
o Supply Chain
o SaaS
o Manufacturing
o Professional Services
o Other B2B
- 8. Have you worked directly with founders or CEOs to build a Customer Success organization?
o Yes
o No
Work Location: Remote
