The story behind the search
The challenge
An urgent gap in customer success
Cargoo’s real-time transportation visibility platform helps buyers, shippers, traders and vendors optimise containerised ocean freight. As the Swiss business expanded, it needed to strengthen customer success and implementation.
The Customer Success Manager needed both SaaS and logistics expertise. With no internal recruitment function and a narrow talent pool, generic applications were unlikely to resolve the gap efficiently.
The takeaway: An urgent hire combining SaaS and logistics experience.
The brief
Customer retention, adoption and commercial growth
Working with Juri Bailer, Executive Integrity explored the company’s requirements with key stakeholders. The role needed someone who could manage client relationships, understand technical implementation and support revenue growth.
Experience selling SaaS solutions was essential alongside practical logistics knowledge and the ability to fit Cargoo’s culture.
The takeaway: A customer success leader with commercial and technical understanding.
The search
Mapping competitors and assessing relevant skills
The logistics recruitment team mapped competitor businesses and used established networks to reach experienced professionals. Direct approaches focused on candidates with both SaaS and sector knowledge.
Skills assessment and regular communication tested the fit with Cargoo’s needs. The process addressed the company’s limited internal resources and target network.
The takeaway: A focused search into a scarce combination of skills.
The placement
An experienced Customer Success Manager appointed
Paola joined Cargoo as Customer Success Manager, bringing more than a decade of sales and customer success experience. Her background included a Senior Customer Success Manager role at BuyCo, global client relationships and IT project integration.
She also brought strategic planning, cross-selling, project management and experience building long-term customer relationships.
The takeaway: SaaS customer success experience with a strong logistics background.
The result
Stronger customer relationships and continued recruitment support
Paola’s role combined client relationship management with commercial initiatives. Her experience supported product adoption and retention, engagement with senior customer stakeholders and work towards clients’ growth objectives.
The partnership continued into further stages of Cargoo’s expansion, with additional recruitment projects planned.
The takeaway: Customer success capability aligned with the company’s expansion.
Why it matters
A brief specific to Cargoo’s business
A detailed stakeholder brief established the skills and working style the company required. Specialist logistics networks and targeted assessment helped identify experience that generic recruitment methods were unlikely to reach.
The result connected Cargoo’s immediate vacancy with its broader customer and revenue objectives.
The takeaway: Industry knowledge helped connect an urgent hire with longer-term goals.
Is a critical hire holding you back?
When the right experience is difficult to find, you need more than a shortlist. Tell us what you’re trying to achieve and we’ll help you find the people with the expertise to make it happen.
