Senior Customer Success Manager

3 weeks ago


San Francisco, California, United States Parade Full time
About Parade

Parade is a leading provider of capacity management tools for freight brokers and 3PLs. Our innovative technology platform is revolutionizing the digital landscape for our customers, with a vision to become the Bloomberg Terminal for Trucking, a $800B industry.

Job Description

We are seeking a highly skilled Senior Customer Success Manager to join our Customer Experience team. As a key member of our team, you will play a critical role in ensuring our customers achieve their business goals and maximize the value of our platform.

Responsibilities
  • Engage with current clients to reinforce ROI and work with customers to achieve their business goals and KPIs
  • Analyze client data to proactively identify scenarios requiring configuration or technical intervention and areas of opportunity to increase value
  • Document client issues requiring field support and guide activities of field support staff to ensure client satisfaction and efficient allocation of resources
  • Partner with customers to coach effective use of system data and applicable best practices
  • Return client feedback to product teams to drive continuous improvement through key client insights
  • Adapt quickly to shifting business priorities based on client expectations and/or business needs
What Success Would Look Like in Your First Few Months
  • Fully own and manage a book of business of 30-50 customers, working with cross-functional teams to capture success stories and create strategies to maintain customer satisfaction
  • Create account plans for each customer that delivers the ROI of Parade and through the customer's achievement of their business goals
  • Understand each customer's KPIs and what needs to be done for the customer
  • Organize executive business reviews (EBRs) for all customers that are within 90 days of renewal
Basic Qualifications
  • 4+ years working as a Customer Success Manager
  • 1+ years of professional experience working in truckload freight logistics, ideally at a freight brokerage and/or in relevant logistics technology
  • Professional experience working at a SaaS-technology company
  • Demonstrated ability to learn and explain a technical product or concept in a client-facing role
  • Experience building efficiencies and repeatable processes within your portfolio
Preferred Qualifications
  • Experience working with SQL
  • Be technology-oriented, leveraging technology solutions and productivity platforms to run your function
  • Be a team player, with a roll-up-the-sleeves work ethic, comfortable with the ambiguity of working in a fast-paced growth environment
  • Strong leadership skills and presence – proven ability to establish relationships and lead discussions with various partners and executives
  • Excellent written and verbal communication, project management and negotiating skills
  • Proven experience in successfully coordinating internally across many different teams
  • An aura of integrity, professionalism, confidence, and a willingness to assist
Perks
  • Competitive salary and compensation package with full Medical, Dental, and Vision benefits
  • 401k plan to help you save for the future
  • UNLIMITED Paid Time Off - and we want you to use it
  • 100% Remote
  • Company Offsites to get to know your teammates


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