Senior Client Engagement Manager

1 week ago

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

Parade stands at the forefront of capacity management solutions tailored for freight brokers and third-party logistics providers (3PLs). Our innovative technology platform is transforming the digital landscape for our clients, aspiring to become the Bloomberg Terminal for the trucking sector, a vast $800 billion industry.

Recognized by leading publications such as Inc. Magazine and Business Insider, we are just beginning our journey.

Role Overview

As a Senior Customer Success Manager, you will play a pivotal role in one of the most advanced and rapidly growing technology firms within the logistics and supply chain arena. Following our successful $12.7 million Series A funding, we are expanding to enhance our customer and product offerings.

This newly established position is essential to our Customer Experience team as we enter a new growth phase.

Key Responsibilities
  • Regularly engage with existing clients to reinforce their return on investment (ROI) by aligning with their business objectives and key performance indicators (KPIs).
  • Analyze client data to proactively identify scenarios that may require configuration or technical support, as well as opportunities to enhance value.
  • Document client issues that necessitate field support and guide the activities of support staff to ensure client satisfaction and efficient resource allocation.
  • Collaborate with clients to coach them on effective utilization of system data and best practices.
  • Provide client feedback to product teams to drive continuous improvement based on key insights.
  • Adapt swiftly to changing business priorities based on client expectations and organizational needs.
Success Metrics

In your initial months, success will be defined by:

  • Owning and managing a portfolio of 30-50 clients, collaborating with cross-functional teams (e.g., Marketing, Product, Engineering, Leadership) to capture success stories and maintain customer satisfaction.
  • Creating tailored account plans for each client that demonstrate the ROI of Parade through their achievement of business goals.
  • Understanding each client's KPIs and necessary actions to meet their objectives.
  • Organizing executive business reviews for clients approaching renewal.
QualificationsBasic Requirements
  • 4+ years of experience as a Customer Success Manager.
  • 1+ years of experience in truckload freight logistics, preferably in a freight brokerage or relevant logistics technology.
  • Experience in a SaaS technology environment.
  • Proven ability to learn and articulate technical products or concepts in a client-facing role.
  • Experience in building efficiencies and repeatable processes within your portfolio.
Preferred Qualifications
  • Familiarity with SQL.
  • Technology-oriented, leveraging various solutions and productivity platforms (e.g., CRM systems, advanced spreadsheet skills, data analysis tools).
  • A collaborative team player with a proactive work ethic, comfortable navigating a fast-paced growth environment.
  • Strong leadership capabilities and presence, with a track record of establishing relationships and leading discussions with diverse partners and executives.
  • Excellent communication, project management, and negotiation skills.
  • Proven experience in effectively coordinating across multiple internal teams.
  • Exemplary integrity, professionalism, and a willingness to assist others.
Benefits
  • Competitive salary and comprehensive compensation package, including full medical, dental, and vision benefits.
  • 401(k) plan to support your future savings.
  • Unlimited paid time off, encouraging you to take the time you need.
  • Fully remote work environment.
  • Company offsites to foster team connections.
Compensation

The anticipated on-target compensation for this role ranges from $60,000 to $150,000 for work performed in the United States. Starting pay will be determined by various job-related factors, including experience, transferable skills, education, location, business needs, training, and market demands. This range may be subject to future adjustments.

Parade is an equal opportunity employer. We celebrate diversity and are committed to fostering an inclusive, positive, professional, and respectful environment for all employees.

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