Customer Success Manager

2 days ago

Gurgaon, Haryana, India Trident HRM Services Pvt Ltd Full time ₹ 10,00,000 - ₹ 14,00,000 per year

Job Title: Customer Success Manager – Ocean Freight

Location: Mumbai (chembur)/Ahmedabad/Jaipur/Gurgaon

Department: Customer Success / Sales

Job Summary

We are looking for a proactive and customer-centric Customer Success Manager – Ocean Freight to manage and nurture relationships with existing customers, ensuring their complete satisfaction and long-term retention. The ideal candidate will be responsible for driving upsell opportunities, ensuring timely problem resolution, delivering proactive service, and helping customers maximize the value of our solutions.

Key Responsibilities

  • Customer Relationship Management
  • Serve as the primary point of contact for assigned customers managing ocean freight (exports/imports).
  • Build and maintain strong, long-lasting customer relationships through consistent and value-added communication.
  • Schedule and coordinate monthly face-to-face or virtual meetings between customers and Business Managers/outside sales team.
  • Proactive Communication & Quotation Updates (Most Important KRA)
  • Regularly update and share rate quotations, shipment statuses, and any other relevant updates proactively.
  • Ensure no customer is left waiting for information — be ahead of the curve.
  • Problem Solving & Issue Resolution
  • Address and resolve customer issues promptly and professionally, ensuring a high level of satisfaction.
  • Coordinate internally with operations, documentation, and IT teams to resolve bottlenecks swiftly.
  • Revenue Growth & Upselling
  • Identify opportunities to upsell additional services across the supply chain.
  • Work towards handling 100% of the customer's ocean freight business (exports + imports).
  • Consistently follow up with customers to increase Clearship's wallet share.
  • Customer Onboarding & Training
  • Guide and train customers on new system features, SOP changes, or IT developments.
  • Ensure a smooth and supportive onboarding experience for new or transitioning clients.
  • Accounts & Collections Coordination
  • Follow up on outstanding payments and ensure timely collections in coordination with the finance team.
  • Customer Retention
  • Monitor customer satisfaction and engagement.
  • Take preemptive steps to prevent churn. N

Key Requirements

  • Bachelor's degree (preferred in Logistics, Business, or related field).
  • 5+ years of experience in customer success, account management, or ocean freight operations.
  • Strong understanding of ocean freight (import/export documentation, pricing, trade lanes).
  • Proactive, problem-solving mindset with excellent follow-up discipline.
  • Excellent verbal and written communication skills.
  • Strong negotiation and interpersonal skills.
  • CRM and logistics system proficiency preferred.

Job Types: Full-time, Permanent

Pay: ₹1,000, ₹1,400,000.00 per year

Experience:

  • Total : 5 years (Preferred)
  • KAM or customer relations in ocean freight: 4 years (Preferred)

Work Location: In person

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