Head of Customer Service

Overview Breakmark is partnering with Nauta to hire a Head of Customer Experience. About Nauta Nauta is an operations platform for importers and exporters that integrates logistics, procurement, inventory, and internal systems to automate international trade workflows. Using predictive analytics and automation, Nauta helps large enterprises reduce costs, unlock additional revenue, and avoid under- or over-stocking across complex global supply chains. Nauta is a US-first, globally distributed company , preparing for Series A and building the leadership team that will drive its next stage of growth. The role Nauta is looking for a Head of Customer Experience to own customer retention, expansion, and value realization across its growing enterprise customer base. This role is central to proving ROI, driving renewals, and ensuring long-term account health. You’ll build the foundations of customer success at Nauta — strategy, team, and operating model — while staying close to customers and the business. This is a builder–leader role , not a support function. What you’ll do Own the end-to-end customer experience and success strategy for enterprise customers Define and operationalize how Nauta demonstrates ROI and measurable business impact Drive retention, renewals, expansion, and long-term engagement Build, lead, and scale a high-performing CX team Partner closely with Sales, Operations, and Product to: Ensure smooth handoffs Surface customer feedback Influence roadmap and delivery priorities Act as the voice of the customer in leadership discussions What we’re looking for Strong, senior client-facing leader with an enterprise mindset Proven ability to translate product capabilities into clear, measurable outcomes Structured and data-driven, with high empathy and strong communication skills Experience in complex B2B, platform, or enterprise software businesses Comfortable operating in fast-growing, ambiguous environments Industry experience in logistics, supply chain, or international trade is a strong plus Fluent in English and Spanish (written and spoken) #J-18808-Ljbffr