Engagement Manager, Customer Solutions

About the role

Shipsy is rebuilding its delivery model around the single belief that enterprise AI adoption requires small, senior pods embedded deeply inside customer operations. Each pod is led by one person who is accountable for everything — the Engagement Manager.

You are the single throat to choke for one of Shipsy’s strategic enterprise accounts (or a patch of mid-market accounts). You own the customer’s outcome from first Bootcamp through Diagnostic, POC, contract, Time-to-Value, Hypercare, and Net Revenue Retention. You lead a pod of Deployment Strategists, Forward Deployed Engineers, and Support & Training leads. You are in the room with the customer’s CXO, and you are on the call at 2am when the integration breaks.

This role is modelled on the Engagement Partner role at top-tier consulting firms — adapted for an AI-native software business. If the customer is live and growing, you have done your job. If they are not, no one else is going to fix it for you.

Key responsibilities

• Own the account’s outcome end-to-end. POC → contract → TTV → Hypercare → NRR. If a customer is not live and growing, the Engagement Manager is accountable. No exceptions.
• Joint-commit with Sales before the deal closes. You are in the Bootcamp and the Diagnostic. You scope delivery alongside the Regional Sales Head. You sign on the commercial before it becomes a contract.
• Lead your pod. A small, senior team — typically 4 to 8 people — including Deployment Strategists (problem framing and industry depth), Forward Deployed Engineers (configuration and integration), and Support & Training (rollout and adoption). You are their manager, mentor, and unblocker.
• Own the executive relationship. You are the senior operating contact for the customer’s C-suite sponsor and business unit heads. You run the QBR. You present the roadmap. You close the expansion.
• Drive 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.
• Feed the platform. Translate what you see in the field into structured product feedback. Participate in the monthly Gravel Road → Paved Highway review. The pattern you spot today is the paved road for the next ten customers.
• Grow the account. Net Revenue Retention is one of your top three metrics. Expansion is not a sales hand-off; it is your job.

Candidate profile

• Consulting or delivery pedigree. Engagement Manager, Principal, Associate Partner, 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 business.
• 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 experience is a strong positive. Sharp generalists with proven transformation chops will be considered.
• AI-native working style. You use AI tools daily. You can design an AI-enabled operating workflow, not just a feature. You are credible in conversations about agents, evals, and data pipelines.
• Technical credibility. You can read an integration spec, debate architecture with an FDE, and interrogate an API. You are not an engineer — but engineers take you seriously.
• Operational grit. You are equally comfortable in a boardroom presentation and on an operations floor at 6am understanding why trucks are not moving.
• Structured problem-solving. First-principles thinker. You decompose ambiguous, messy problems into sequenced, measurable plans.
• Travel tolerance. Regular presence at your customer’s site — typically 40 to 60 per cent of your time.
• Tier-1 education. IIT / NIT / BITS / equivalent, or top-tier international institution.

Organisational context

You report to the regional Senior Director, Customer Solutions. You lead a pod that is the single point of accountability for your assigned account or patch — nobody else inside Shipsy has the authority to over-ride your commitments to the customer.

You sit in Shipsy’s core customer operating rhythm: weekly pod reviews with your Senior Director, monthly Gravel Road → Paved Highway review with Product Engineering, and quarterly joint reviews with the Regional Sales Head on your account plans. You will have direct exposure to the CEO and the Vice President, Customer Solutions on strategic accounts.

This is a partner-track role. The progression is clear — strong Engagement Managers become Senior Directors, Customer Solutions. We are hiring multiple Engagement Managers across all three regions in 2026.

About Shipsy

Shipsy is the AI-native System of Action for logistics — the operating layer behind some of the largest enterprise supply chains on earth.

Where we are going. Enterprise logistics still runs on spreadsheets, ERPs from the 1990s, and tribal knowledge. We are replacing all of that with an AI-native operating layer — one where intelligent agents plan, dispatch, settle, and resolve at global scale. Logistics is a multi-trillion-dollar industry that has not yet had its software revolution. We are building it.

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 Australia Post, 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, staff the pod, and own the outcome — with the speed and agency of a startup and the scale of customers most startups never touch.

The Engagement Manager is the single most important role in our customer-facing organisation. It is the seat we will invest in most heavily over the next two years, and the seat from which Shipsy’s next generation of senior leadership will emerge.