About the Role:
We are a fast-growing SaaS-based logistics technology startup focused on simplifying supply chain and transportation operations through data-driven, scalable solutions. Our platform empowers enterprises to improve visibility, efficiency, and cost control across their logistics ecosystem . We are looking for a highly driven and strategic Customer Success Manager (CSM) 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 end-to-end customer lifecycle from onboarding to renewal
- Drive successful onboarding and implementation for new enterprise and mid-market customers
- Act as the primary point of contact for key accounts, ensuring timely issue resolution
- Monitor customer health metrics, usage patterns, and proactively mitigate churn risks
- Conduct regular customer reviews (QBRs), success check-ins, and value realization discussions
- Gather customer feedback and collaborate with Product & Tech teams for enhancements
- Manage escalations and ensure SLA adherence in coordination with support teams
- Upsell and cross-sell relevant modules/features in partnership with Sales
- Build and maintain strong relationships with customer stakeholders (Ops, SCM, Finance, IT)
- Track KPIs such as NPS, CSAT, churn, adoption, and expansion revenue
Preferred qualifications:
- Bachelor's degree in Engineering, Business, Operations, or related field
- 35 years of experience in Customer Success, Account Management, or Client Servicing
- Prior experience working with B2B SaaS customers (logistics/ERP/TMS/WMS is a plus)
- Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho, etc.)
- Willingness to travel occasionally for customer meetings
