Customer Success Manager

This is a fully remote position, open to applicants in United States, +1 more country.

📋 Description

• Take charge of the post-sale relationship with merchant and enterprise partners, overseeing everything from onboarding to renewal and growth.

• Facilitate the onboarding and launch of new customers, serving as the primary contact and fostering relationships with key decision-makers.

• Track usage data and account health, proactively identify and address churn risks, and conduct regular check-ins and quarterly business reviews (QBRs).

• Represent the voice of the customer internally, influencing the priorities of product and engineering roadmaps.

• Collaborate with leadership, supply, support, sales, and product teams to resolve issues and drive positive customer outcomes.

• Manage and report on Annual Recurring Revenue (ARR), churn, and Net Promoter Score (NPS) for your assigned portfolio.

• Utilize AI tools daily to prepare account summaries and QBRs, analyze account health data, automate reporting, and expedite issue resolution.

• Help develop scalable customer success processes as the team expands.

⛳️ Requirements

• 3–5+ years of experience in customer success, account management, or a client-facing role overseeing complex or enterprise accounts.

• Background in logistics, last-mile delivery, or supply chain operations.

• Proficient in working with APIs and technical integrations.

• Demonstrated success in onboarding customers and driving adoption, retention, and growth.

• Comfortable taking ownership and reporting on ARR, churn, and NPS.

• Strong collaborative skills across supply, support, sales, product, and leadership teams.

• A growth mindset with the ability to navigate ambiguity and independently solve problems.

• Familiarity with AI tools such as Claude and ChatGPT, using them fluently in daily tasks.

• Exceptional communication skills with the ability to clearly articulate complex issues.

• Adaptable to ambiguity, change, and the challenge of building processes from the ground up in a startup setting.

🏝️ Benefits

• Competitive Salary

• Stock Options

• Performance-based Bonuses

• Fully Remote

• Comprehensive Medical, Vision and Dental Insurance