Who we are

“Our supply chain lacks visibility!”

– Every Pharmaceutical supply chain, transportation and quality executive.

Although that’s not quite accurate. In fact, most companies already have an abundance of IoT and passive logger data. What they don’t have is contextual and operational data that enables -- action.

PAXAFE bridges the trust gap between manufacturers, shippers and service providers by contextualizing data into meaningful information. We believe that the intersection between supply chain, technology and insurance is ripe for innovation, and we believe that we can become the most accurate arbiter of quantifying, predicting and underwriting supply chain risk.

Because the scariest notion in business: “we’ve always done it that way.”

What we do

PAXAFE provides an autonomous AI-enabled decision support system for supply chain leaders to exhibit resiliency and automation from their visibility investments.

PAXAFE’s SaaS platform — CONTXT — is a device-agnostic risk-management platform (powered by ATHENA LLM) that automates lane mapping and temperature management workflow, minimizes product and lane qualification lead times and reduces overall product loss for Life Science shippers and service providers.

PAXAFE contextualizes active and passive visibility data, quantifies risk and predicts OTIF adverse events.

Job Description:

As PAXAFE’s Head of Customer Success, you will own customer retention, satisfaction and overall lifetime value (LTV) associated with usage of PAXAFE’s CONTXT intelligence platform. You will work closely with Leadership and PAXAFE’s Marketing, Sales / Growth, Product, Data and Quality / Compliance teams to ensure that PAXAFE’s customers are recognizing value, understand how to quantify and realize that value and continue to cement PAXAFE as a permanent provider within their track & trace, risk management or intelligence tech stacks. You will work closely with the Product and Data teams to analyze customer usage analytics, understand what is and is not working, and help feed the product roadmap with existing feature optimization ideas and new feature ideas that will increase customer usage and improve customer sentiment. You will manage and continue to grow a Customer Success team that will execute on the Customer Success strategy which will be driven by you.

Responsibilities:

• Become THE cold chain risk management and intelligence thought leader, carrying an authoritative voice and leading perspective around minimizing supply chain risk and maximizing supply chain intelligence

• Maximize customer retention; develop and execute strategies and tactics that minimize customer churn

• Build and maintain strong relationships with senior executives at enterprise and medium-size businesses

• Lead in-person and virtual customer presentations to C-level executives, particularly quarterly business reviews (QBRs), renewals and upsell opportunities

• Work with Product and Data teams to develop a process to review customer usage and analytics, helping understand platform strong points, weak points and becoming a key feeder towards product roadmap

• Hire, train and lead a team of high-performing CSMs

• Oversee the performance of outsourced global support teams that are PAXAFE’s ‘first line of defense’ with regards to customer issues / questions / requests

• Ensure that PAXAFE’s Customer Success Team is compliant with every customer MSA (e.g. response times, escalation requirements, etc.)

• Own the customer on-boarding and implementation process for new clients

• Automate a process that ensures that PAXAFE’s internal and external Knowledgebase is kept up to date in accordance with platform maturity and evolution

• Work with Marketing to deliver timely customer communications (monthly / quarterly newsletters, release notes, platform changes, etc.)

• Establish a core set of Customer Success KPIs to be reviewed monthly with leadership

• Work with Data team and be current on AI offerings that can help automate day-to-day work and improve quality of output

• Represent PAXAFE at conferences, conducting product demos, customer panels, etc.

• Work closely with the Leadership Team and Board of Directors to provide input on the growth of the business and align revenue strategy with overall company objectives

Requirements:

• 10+ years of experience in B2B/Enterprise software sales with an emphasis on SaaS sales

• Experience as a part of a fast growing technology startup (Series-A, Series-B+) growing 3-4X annually preferred

• Deep understanding of Life Sciences buyer personas and buy cycle preferred

• Record of impeccable stakeholder management

• Demonstrated ability to develop and lead a high-performing team

• Experience with Customer Relationship Management; CRM Hubspot experience a plus

• Innate drive to think creatively and do things differently

• Deeply analytical mindset

• Exceptional in-person, verbal and written communication skills -- ability to captivate an audience

• Established relationships with Senior and C-level executives

• Bachelor’s or Master’s degree in business, engineering or related field

Culture at PAXAFE

We're an ambitious, growing, smart, and open-minded group. Our employees are passionate about our mission and eager to complete their work at the highest level. People first, people.

Fun stuff we do:

• Team on-sites

• Team off-sites

• Hackathons

• Silicon Valley Thursdays

• Monthly Game Fridays

• & so much more!

Perks up

PAXAFE offers:

· Competitive salary and performance-based bonus

· ESOP stock options

· 401(K) Match

· Comprehensive healthcare: Health | Dental | Vision 100% covered for Individual; 65% for Dependents

· Leadership & Development opportunities, courses and credits

· 5 Weeks PTO

· Remote-first culture where you can work from anywhere with a stable internet connection (Must be available to travel 2-3 times annually to on-site / off-site)

· Access to top tier venture capitalists, mentors, advisors and industry leaders through PAXAFE’s investor and advisor network

· 1 offsite retreat annually for team members located in North America

Core Values

In order to ‘build what can’t be built,’ we must bring on people who can ‘do what can’t be done.’

Every single person that we hire exhibits these values and characteristics:

· C reate magic

· O wn With Pride

· N avigate With Intent

· T hink Deep, Act Fast

· X -hibit Teamwork

· T ackle With Empathy

PAXAFE is the world

PAXAFE stands for a culture of inclusion – just ask our Co-Founders, who each hail from India and Russia! We celebrate different backgrounds, experiences, and perspectives —encouraging everyone to bring their authentic selves to work. We have a diverse environment that empowers our team to feel comfortable when they voice their opinions. For these reasons and more, PAXAFE is a proud equal employment opportunity employer. We welcome everyone regardless of their race, color, religion, sex, national origin, age, disability, veteran status, or genetics, and we are dedicated to providing an inclusive, open, and diverse work environment.