Senior Customer Success Manager

Job Summary

Leading the development of a new Customer Success function, the full-time Senior Customer Success Manager will oversee the post-sale customer lifecycle for logistics technology products, focusing on onboarding, adoption, retention, and expansion while working remotely.

Key Responsibilities

• Design and manage a structured onboarding journey for new customers, ensuring timely activation and measurable value
• Monitor customer engagement and health metrics to proactively identify and address potential churn risks
• Drive Net Revenue Retention by identifying expansion opportunities and maintaining a tiered customer engagement model

Required Qualifications

• 5+ years in Customer Success, account management, or a related post-sale role within a SaaS or B2B platform
• Proven experience designing and implementing structured Customer Success playbooks with measurable outcomes
• Hands-on expertise in tracking and reporting key Customer Success KPIs such as Time to Value and NRR
• Demonstrated ability to present business reviews to senior leadership, translating complex data into actionable insights
• Experience managing a segmented book of business with tailored engagement strategies for different customer tiers