Sr. Customer Success Executive

Position Overview
We are looking for an experienced and driven
Customer Success Manager
with 4–8 years of experience, ideally in startups or high-growth environments within the
manufacturing, logistics, and supply chain sectors
. The ideal candidate will be passionate about building long-term customer relationships, ensuring successful product adoption, and driving measurable business outcomes for our clients. This role requires a mix of problem-solving, account management, and hands-on implementation skills, with the ability to thrive in a fast-paced startup ecosystem.

Key Responsibilities

• Customer Relationship Management: Act as the primary point of contact for customers, ensuring strong engagement, trust, and satisfaction throughout their journey.
• Onboarding & Adoption: Lead smooth onboarding processes, guide clients through product implementation, and drive adoption of features to maximize value delivery.
• Account Growth & Retention: Proactively identify opportunities for upselling/cross-selling and ensure renewals by demonstrating ROI and business impact.
• Problem-Solving & Escalation Management: Address customer issues promptly, coordinate with cross-functional teams, and ensure timely resolution.
• Data-Driven Insights: Analyze usage data, generate insights, and share best practices with customers to improve efficiency and performance.
• Customer Advocacy: Act as the voice of the customer internally, providing feedback to product, engineering, and leadership teams to shape product improvements and innovation.
• Collaboration: Work closely with sales, product, and operations teams to ensure customer success is aligned with overall business strategy.
• Governance & Reporting: Track key customer success metrics (adoption, retention, NPS), and maintain accurate documentation of customer interactions and progress.

Qualifications

• Bachelor's degree in engineering or any similar field.
• 4–8 years of experience in Customer Success, Account Management, or Client Engagement roles.
• Experience in startup environments or fast-paced, high-growth companies.
• Strong domain knowledge of manufacturing, logistics, or supply chain management.
• Proven track record of managing enterprise accounts, improving adoption, and driving renewals/expansions.

Skills & Competencies

• Customer-Centric Mindset: Ability to empathize with customers, understand pain points, and deliver solutions that create value.
• Domain & Technical Knowledge: Familiarity with ERP, SCM, CRM, or related systems; understanding of product adoption cycles.
• Analytical Ability: Strong skills in data analysis (Excel, BI tools, dashboards) to measure impact and guide customer decisions.
• Collaboration & Communication: Excellent communication, presentation, and stakeholder management skills; ability to influence cross-functional teams.
• Problem-Solving: Aptitude for handling escalations with tact and resolving complex customer issues.
• Startup Agility: Ability to adapt quickly, wear multiple hats, and drive outcomes in dynamic, high-energy environments.
• Tools: Experience with CRM/CS platforms (Salesforce, HubSpot, Gainsight, Zoho) and collaboration tools (Jira, Confluence, Slack).

What We Offer

• A high energy environment where you'll be working alongside people who want to bring innovative tech solutions in the Indian landscape.
• A chance to become a part of the early team of a budding start-up and help shape its growth path.
• Competitive Package
• Stocks - Be part of the early-stage startup and benefit financially from the company's growth.
• Last and the most important - Build and run your own high performance Ninja tech team

About Us
At FreightFox, we're not just moving freight — we're reimagining the future of logistics for India's manufacturing enterprises. As a bold tech start-up in the B2B logistics space, we thrive on innovation, speed, and data-driven possibilities that are transforming the way freight works in India.

We're a young, energetic team obsessed with one thing: delivering an exceptional customer experience. For us, customer satisfaction isn't just a goal — it's the ultimate measure of success. Every solution we build, every process we design, and every line of code we write is aimed at creating a seamless journey for our clients.

Join us in our high-energy, fast-paced start-up environment, where your ideas will matter, your impact will be visible, and your work will directly shape the future of industrial logistics. If you're excited about building groundbreaking products, challenging the status quo, and making logistics smarter — then you'll fit right in at FreightFox.