About Us

nShift is the leading global provider of cloud delivery management solutions (SaaS), we enable the frictionless shipment and return of almost one billion shipments across 190 countries each year. We are headquartered in London and Oslo and have over 460 employees across offices in Sweden, Finland, Norway, Denmark, the United Kingdom, Poland, the Netherlands, Belgium, and Romania.

Our software is used by many of the world leading e-commerce, retail, manufacturing, and 3PL shippers due to us having over 1000 carriers integrated into our platform, nearly 3 times more than our competitors!

If you buy goods online, there is a strong chance that nShift has powered that delivery, so come and join us as we shape the future of shipping, one frictionless journey at a time.

Strategic Account Director (Tier 1 Accounts)

Role Overview

The Customer Director is a senior, client-facing role responsible for managing and growing strategic Tier 1 accounts across nShift’s global portfolio. Each Customer Director will own a defined portfolio of ~20–30 Tier 1 customers, acting as the trusted strategic advisor to C-level and senior stakeholders.

The primary focus of this role is customer retention and churn risk mitigation, while also identifying and delivering growth opportunities to maximise customer lifetime value. This leader will deeply understand each customer’s business, build long-term relationships, and align nShift’s solutions to deliver measurable impact, positioning us as an indispensable strategic partner.

Key Responsibilities

Strategic Account Management:

• Own and manage a portfolio of ~20–30 Tier 1 enterprise customers.

• Act as the single point of contact and trusted advisor for senior executives and key decision-makers.

• Build multi-level, cross-functional relationships to embed nShift across customer organisations.

• Create and execute joint success plans with customers, ensuring alignment with their strategic goals.

• Drive renewals with a focus on zero churn, proactively identifying and addressing risks.

Growth and Expansion:

• Identify upsell and cross-sell opportunities to drive revenue growth within the portfolio.

• Partner with Sales, Technical and Product teams to align new offerings with customer priorities.

• Lead executive business reviews (MBRs/QBRs) to showcase value, drive strategic discussions, and influence budget allocation.

• Map account organisations and develop strategies to expand footprint into new divisions, regions, or business units.

Customer Advocacy and Retention:

• Serve as a champion for customers internally, influencing product roadmaps and service delivery to meet evolving needs.

• Build a deep understanding of each customer’s strategy, operations, KPIs, and challenges.

• Proactively monitor customer health, usage patterns, and feedback to anticipate risks and mitigate churn.

• Develop executive-level engagement programs to reinforce loyalty and retention.

Operational Excellence:

• Maintain accurate account health scoring, renewal forecasting, and revenue reporting.

• Ensure consistent delivery of customer outcomes through close collaboration with Support, Services, and Operations.

• Lead structured governance, including contract renewals, escalations, and strategic initiatives.

• Leverage data-driven insights to demonstrate ROI and measurable value to customers.

Key Requirements

Experience & Background:

• Proven track record (8+ years) in strategic account management, customer success, or enterprise sales with Tier 1/global accounts.

• Strong experience in retention-focused roles, demonstrating the ability to reduce churn and grow revenue within large, complex customers.

• Expertise in building trusted executive relationships (C-suite, VP level).

• Deep understanding of SaaS, technology platforms, or enterprise services (logistics/supply chain/e-commerce expertise preferred).

Skills & Attributes:

• Exceptional communication and negotiation skills, able to influence at all organisational levels.

• Strategic thinker with the ability to align solutions to customer business outcomes.

• Strong commercial acumen and ability to drive profitable account growth.

• Highly organised with a structured approach to account planning and governance.

• Skilled in conflict resolution, with a proactive approach to risk management.

• Data-driven mindset to measure and articulate ROI and value delivery.

Behaviours & Competencies:

• Trusted advisor with executive presence and gravitas.

• Relationship builder with a consultative, solutions-oriented approach.

• Strong business acumen with the ability to understand customers’ commercial priorities.

• Collaborative team player who partners closely with Sales, Product, and Operations.

• Resilient, proactive, and adaptable in managing complex, high-value accounts.

Why This Role Matters

The Strategic Account Director role is pivotal to safeguarding nShift's Tier 1 revenue stream and driving strategic growth. By building deep, trusted partnerships and ensuring measurable value delivery, this role will strengthen customer loyalty, maximise revenue opportunities, and ensure nshift remains an essential partner for our largest enterprise customers.

Please ensure you upload your CV in English

At nShift we believe in embracing diversity in all forms and fostering an inclusive environment for everyone, which we believe is essential for our continued success. We're an equal-opportunity employer, which means that all applicants will receive consideration for employment without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, veteran, neurodiversity, or disability status.

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