Senior Director, Customer Solutions

About the role

Shipsy is rebuilding how enterprise logistics software gets delivered. We have landed some of the hardest customers on earth — Aramex, Australia Post, DPD, Heineken, Coca-Cola — and are scaling from $20M to $100M ARR on the way to an IPO. These are not licence deals. They are transformations.

Borrowing from Palantir’s forward-deployed model, we are building small, senior pods that own customers end-to-end — with no hand-offs between the team that sold the deal, the team that delivers it, and the team that grows it. The Senior Director, Customer Solutions is the most senior operating leader in a region. You own an entire region’s customer outcomes: Time-to-Value, Hypercare, Net Revenue Retention, and — most importantly — live revenue earned from live customers.

You are the regional mirror to the Regional Sales Head. Every deal in your region has your joint commit. Every account live in your region is your success or failure. If a customer is not going live, staying live, and growing, it lives with you.

This is a partner-equivalent role, designed and compensated accordingly.

Key responsibilities

• Own the region’s live revenue. Not contracted revenue — live revenue. The measure of success is money actually being earned from live, adopting customers in your region.
• Joint-commit with Sales from day one. No deal in your region closes without your signature. You are in the Bootcamp, the Diagnostic, and the POC. The team that will deliver is the team that scopes.
• Lead the regional pod. Build and run a team of Engagement Managers, Deployment Strategists, Forward Deployed Engineers, and Support & Training leaders. Own staffing, capacity, and bench health across every active account.
• One throat to choke. You are the escalation point and the unifying accountability for every customer in your region. Executive relationships at the top 5 accounts in your region are personally yours.
• Drive Gravel Road → Paved Highway. Partner with Product Engineering monthly. Pattern-spot across your pods. Productise what recurs. Every customisation your team ships is a product signal.
• Feed the commercial engine. Partner with Central Marketing on case studies, reference calls, and regional credibility. Your live customers are the proof that wins the next ten.
• Build the talent density. Hire partner-track Engagement Managers. Coach DSs into EMs. Move FDEs up the stack. The org’s future leaders come from your region.

Candidate profile

• Partner-track pedigree. Partner, Principal, or Managing Director at a top-tier strategy consulting firm (MBB, Big-4 strategy arms, or equivalent); or a proven Head of Customer Success / Professional Services / Customer Engineering at a high-growth enterprise SaaS company.
• Enterprise software delivery at scale. Demonstrable track record of running a $20M+ book of live enterprise revenue across multiple complex accounts. Comfortable with 12-to-24-month deployment cycles.
• Commercial instinct. You can sit in a CXO sales conversation and make the commercial case — and then own the delivery that makes it real.
• Operational instinct. You can sit on an operations floor and understand what is actually broken. You do not wait for the steering committee to tell you.
• Domain depth strongly preferred. Logistics, supply chain, transport, or adjacent enterprise transformation experience. If you do not have it, you have led transformations in comparably complex operating environments.
• AI-native leadership. You understand why enterprise AI adoption is an organisational problem, not a feature problem, and you lead teams that build accordingly.
• Travel tolerance. Multiple customer visits per quarter across the region. You live inside your customers’ world — not above it.
• Executive presence. Credible with a board-level sponsor. Direct with an operations lead. Coachable with your pod.

Organisational context

The role sits under the Vice President, Customer Solutions and mirrors the Regional Sales Head in structure, seniority, and compensation. You will run a team of 20–30 people spanning Engagement Managers, Deployment Strategists, Forward Deployed Engineers, and Support & Training — structured into Engagement pods, one per strategic account or patch.

You will participate in the monthly Gravel Road → Paved Highway review with Product Engineering leadership. You will be a joint commit partner on every regional deal with the Regional Sales Head. You will report into the Vice President, Customer Solutions and meet weekly with the CEO as part of the customer review cadence.

Three Senior Director roles are being hired — one for EU + UK, one for India + ME, and one for APAC. Based in London, Gurugram, and Singapore respectively. Regional candidates preferred.

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.

We are re-organising the company around the reality of enterprise AI transformation: small, senior pods deployed deeply inside our customers’ operations, backed by an AI-first platform. This role is one of the most important seats in that structure.