Associate Director, Customer Solutions

About the role

Shipsy runs the logistics operations of some of the world’s largest enterprises. Going live with us is a multi-quarter transformation: system integrations, AI agents in production, operational change on the ground. Every one of those customers has a single leader inside Shipsy who owns the outcome. That’s the Associate Director, Customer Solutions.

You lead the team responsible for one strategic enterprise customer (or a small set of mid-market customers). You’re in the room when the CXO debates their roadmap, and you’re on the call when something breaks at 2am. You scope the work before the deal is signed, lead the team that delivers it, and stay with the customer as they grow.

What you’ll own

• The customer’s outcome, end-to-end. From first pilot through to long-term growth. If the customer isn’t live and growing, you own the fix.
• Deal scoping with Sales. You shape delivery alongside our Sales team before the contract is signed. The people who deliver are the people who scope.
• A team of 4–8. Deployment strategists (problem framing and industry depth), forward deployed engineers (configuration and integration), and support and training specialists (rollout and adoption). You’re their leader, mentor, and unblocker.
• The executive relationship. You are the senior operating contact for the customer’s C-suite sponsor and business-unit heads. You run the QBRs. You present the roadmap. You close the expansion.
• Transformation, not just deployment. Help the customer re-imagine their logistics operations with AI at the centre. Build the business case, sequence the roadmap, and deliver measurable outcomes at each milestone.
• Product feedback. What you see in the field turns into structured product signals for our platform team. Patterns you spot today become part of the product for every customer tomorrow.
• Growth. Expanding the account isn’t a sales hand-off; it’s your job.

Who we’re looking for

• Consulting or delivery pedigree. Engagement Manager, Project Leader, or equivalent at a top-tier consulting firm (MBB, Big-4 strategy arms) — or Senior Customer Success / Customer Engineering lead at a high-growth enterprise SaaS company.
• End-to-end programme leadership. You have owned a multi-stakeholder transformation programme with CXO-level sponsorship from scoping through go-live, ideally more than once.
• Domain depth preferred, not required. Logistics, transport, supply chain, or large-scale operations is a strong plus. Sharp generalists with proven transformation chops will be considered.
• You use AI tools daily. You can design AI-enabled operating workflows, not just features. You’re credible in conversations about agents, evals, and data pipelines.
• Technical credibility. You can read an integration spec, debate architecture with an engineer, and interrogate an API. Engineers take you seriously.
• Operational grit. Equally comfortable in a boardroom and on an operations floor at 6am figuring out why trucks aren’t moving.
• Structured problem-solving. First-principles thinker who decomposes ambiguous, messy problems into sequenced, measurable plans.
• Willingness to travel. Regular presence at your customer’s site — typically 40–60% of your time.
• Tier-1 education. IIT / NIT / BITS / equivalent, or top international institution.

Where the role sits

You report to the regional Senior Director, Customer Solutions. You lead the team that is the single point of accountability for your customer — nobody else inside Shipsy has the authority to override your commitments to them.

You’ll have direct exposure to the CEO and the Vice President, Customer Solutions on strategic accounts, and work alongside the regional Sales leader on account plans.

Strong Associate Directors become Senior Directors, Customer Solutions. We are hiring multiple Associate Directors across all three regions.

About Shipsy

Shipsy is the logistics platform behind some of the largest enterprise supply chains in the world. Carriers, post and parcel operators, retailers, and FMCG companies use us to plan dispatch, run operations, settle invoices, and handle exceptions at global scale.

Where we are going. Most enterprise logistics still runs on spreadsheets, legacy ERPs, and tribal knowledge. We are replacing that with software that uses AI where it actually helps. Logistics is a multi-trillion-dollar industry that has been under-served by software for decades. We are changing that.

The scale today: - 275+ enterprise customers across 30+ countries - 5 billion+ shipments processed annually - 240+ carrier integrations - 7 global offices — Gurugram · Bengaluru · Dubai · Riyadh · Sydney · Amsterdam · Singapore - 300+ team members

Who we run: Aramex (65 countries, 18,000+ drivers, $27M annual savings delivered) · Heineken (2M+ trips across 70+ countries) · LATAM Cargo (Latin America’s largest airline group, $12B+ annual revenue) · Qatar Post (powers mail to 200+ countries) · Post Luxembourg (50%+ market share, $5M+/year savings) · Teleport (80% of Southeast Asia’s air-logistics network) · plus DPD, Smiths News, Apollo Pharmacy, argenx, Flipkart Minutes, Swiggy Instamart, and hundreds more.

Backed by $35M+ in venture capital from Peak XV Partners, A91 Partners, Info Edge, and others. Featured in the Gartner Magic Quadrant. SOC 2 Type II, ISO 27001, and GDPR compliant. 99.7% uptime SLA.

Trajectory. 50x revenue growth since 2020. Building toward $100M ARR and a public listing.

We are still a startup. Our real scale-up began in 2020 — and we have grown 50x since. Early enough that every senior hire shapes the next decade of the business. You are not joining a steady-state organisation with everything figured out. You will build the playbook, lead the team, and own the outcome — with the speed and agency of a startup and the scale of customers most startups never touch.

The Associate Director, Customer Solutions is one of the most important roles in our customer-facing organisation — and one of the clearest paths into senior leadership at Shipsy.