Senior Manager, Customer Success
3 weeks ago
Our Growth Plans
We process close to 4% of the country's freight on our software platform. Our goal is to get to 20% of the country's freight by 2028. This gives us a bird's eye view of the market. We're already the largest road freight technology platform in the country and we plan to build on this base to drive growth in software, freight marketplace and supply chain financing to get to a 100M USD revenue by 2028.
About The Role
We are looking for a highly driven and strategic Senior Customer Success Manager to lead relationships with our large enterprise logistics clients . In this role, you will ensure successful adoption of our SaaS platform, deliver measurable business value, and drive retention and growth. You'll work closely with C-level stakeholders, supply chain leaders, and operations teams to ensure our solutions optimize their logistics operations.
Key responsibilities:
- Own the end-to-end relationship with assigned enterprise logistics accounts , acting as the trusted advisor post-sales.
- Drive customer onboarding, adoption, and success plans to ensure delivery of ROI and achievement of client KPIs.
- Conduct Quarterly Business Reviews (QBRs) with senior stakeholders to showcase value and identify growth opportunities.
- Partner with Product and Solutions teams to translate customer feedback into product enhancements aligned with the logistics domain.
- Identify risks early, manage escalations effectively, and ensure high retention and renewal rates .
- Collaborate with Sales/Account Executives to drive expansion opportunities (upsell/cross-sell) within large accounts.
- Track account health using data-driven insights and logistics performance metrics.
- Mentor and guide junior CSMs to handle complex customer engagements.
Preferred qualifications:
- Bachelor's degree in Business, Supply Chain, Technology, or related field; MBA is a plus.
- 7–10 years of experience in Customer Success / Account Management in a SaaS environment, with 3–5 years managing enterprise accounts.
- Domain expertise in logistics, supply chain, or transportation technology (TMS, WMS, Freight SaaS, etc.).
- Proven success in retaining and growing enterprise accounts with large-scale SaaS adoption.
- Strong stakeholder management skills, with experience engaging C-level executives in logistics/operations.
- Skilled at conducting QBRs, presenting data-driven insights, and building business cases.
- Familiarity with CRM/CSM platforms (Salesforce, Gainsight, HubSpot, etc.) and logistics KPIs.
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