Customer Success Manager

6 days ago

United States Terminal 49 Full time

Terminal49 is looking for a Customer Success Manager (CSM) to own and grow key customer relationships while driving measurable outcomes across a portfolio of accounts. Customer Experience is central to how we win and retain customers. Logistics is fast-moving, complex, and full of exceptions, so our customers rely on us to help them stay ahead of issues and operate smoothly.

This is a hands-on role for someone who is highly organized, detail-oriented, and a strong project manager. You’ll serve as the primary point of contact for customers of all sizes, partner closely with Support, Product, and Engineering, drive adoption, expansion, retention, and help build and improve the processes that scale great customer outcomes.

Must have prior experience in supply chain, logistics, international trade, trucking, freight forwarding, or a related field.

Requirements

What you will do

  • Own the post-sales customer lifecycle for a book of business: onboarding, EBRs, and renewals
  • Serve as the main point of contact for key accounts, lead EBRs, manage success plans, and build long-term customer trust and loyalty.
  • Drive retention and renewals by aligning on pricing and terms and leading contract negotiations
  • Identify upsell and cross-sell opportunities during EBRs and renewals, and guide customers to the right plan and features with a clear ROI story
  • Monitor customer health, adoption, and risk, and turn insights into clear, actionable plans
  • Partner with Support to manage escalations and customer communications
  • Build and improve playbooks and customer-facing docs (enablement, help center, case studies)
  • Be the voice of the customer and customer advocate: gather feedback, spot trends, and partner with Product on priorities
  • Become a trusted subject-matter expert on logistics and supply chain operations
Essential Experience
  • 4+ years of Customer Success experience
  • You have deep experience owning each core responsibility listed above
  • You’ve independently managed 40-70+ B2B accounts
  • You’ve implemented and refined best practices that scaled amid exponential growth cycles
  • You have proven ability to take objectives, break them down into actionable plans, and manage your own timelines and progress
  • You’ve actively assisted new teammates in getting up to speed
  • Your past accounts and colleagues share glowing endorsements
Essential Mindset & Collaboration
  • Alignment with our core values: Terminal49 Values
  • Intrinsic motivation to be at the forefront of Customer Success
  • Desire to learn the ins and outs of global container logistics
  • You love interacting with users and helping them improve their business outcomes
  • You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
  • You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
  • Strong written and verbal English skills to communicate with our international team
Bonus Attributes:
  • You’ve worked with early or growth stage startups
  • You've independently led a foundational CS initiative for a SaaS product
  • Previous experience in supply chain, trade, logistics, trucking, and/or transportation
  • BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

Benefits

  • Work from anywhere; we run a distributed team
  • 401K retirement plan
  • Top-tier health care plans
  • Flexible vacation policy

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