Join an innovative and fast-growing SaaS logistics startup dedicated to delivering impactful solutions to enterprise clients. We are looking for a Customer Success Manager who will drive customer satisfaction and growth through strategic engagement, value delivery, and product adoption. You’ll play a key role in ensuring customers maximize the value of their platform, while building long-term partnerships.
Responsibilities:
- Account Management: Manage a large portfolio of enterprise accounts, maintaining proactive engagement to drive customer satisfaction and loyalty.
- Client Growth & Expansion: Collaborate with clients to identify upselling, cross-selling, and renewal opportunities, contributing directly to revenue growth.
- Data-Driven Engagement: Use data analytics tools to assess account health, identify risks, and provide actionable insights for customer success strategies.
- Quarterly Business Reviews (QBRs): Lead QBRs with key stakeholders, presenting performance data, usage trends, and new features to showcase value and drive adoption.
- Onboarding & Implementation: Guide new clients through onboarding, ensuring seamless adoption and alignment with their business goals.
- Customer Advocacy: Act as a trusted advisor and advocate for customers within the company, relaying feedback to internal teams to influence product improvements.
- Collaboration & Teamwork: Partner with sales, product, and support teams to resolve issues, align on strategies, and create a cohesive customer experience.
Requirements:
- Experience: 3+ years in a Customer Success role, ideally within a SaaS or logistics environment, managing a large book of enterprise accounts.
- Customer Engagement Skills: Demonstrated success in managing and growing customer relationships, with experience in upselling, cross-selling, and executing renewals.
- Analytical Skills: Proficiency with data analytics tools (e.g., Tableau, Looker) and the ability to translate data insights into strategic actions for customer engagement.
- Industry Knowledge: Familiarity with logistics or supply chain processes is a plus.
- Communication: Exceptional communication and presentation skills for leading QBRs and articulating value to senior stakeholders.
- Adaptability: Proven ability to thrive in a fast-paced, startup environment and effectively manage multiple accounts simultaneously.
- Team Player: A collaborative mindset with a passion for working cross-functionally to drive customer outcomes and company goals.
- Education: Bachelor’s degree or equivalent experience preferred.
