CLIENT SUCCESS MANAGER - ELP

ARIES FREIGHT SYSTEMS LP•El Paso, TX

15d•Onsite

About The Position

The Client Success Manager is responsible for day-to-day client ownership, service continuity, proactive communication, and relationship stewardship across an assigned portfolio of accounts. This role ensures clients experience Aries as one company with clear ownership, visible follow-through, and consistent support. The CSM serves as the primary point of coordination for client requests, ticket visibility, internal handoffs, and ongoing account health, while also identifying growth opportunities and escalating or partnering where deeper commercial penetration is needed.

Requirements

Experience in logistics, transportation, supply chain, account management, customer success, or client service
Strong communication and relationship management skills
Ability to manage multiple accounts and priorities without losing visibility
Strong internal coordination and follow-through
Ability to identify client needs, friction points, and service risks
Working knowledge of CRM discipline and account documentation
Comfortable operating in a structured, process-driven environment

Nice To Haves

HubSpot or CRM experience preferred
CargoWise or logistics systems experience preferred
Organized and accountable
Proactive, not just reactive
Strong client communication instincts
Good judgment under pressure
Able to manage exceptions without losing control
Commercially aware, even if not yet strategic-account level

Responsibilities

Own an assigned portfolio of managed accounts and serve as the primary relationship steward.
Maintain day-to-day client continuity through responsive communication, follow-up, and issue coordination.
Ensure all client requests follow the defined visibility process, including ticket creation and proper internal handoff discipline.
Coordinate with operations, pricing, and internal teams to support clean execution and a consistent client experience.
Monitor account health, service issues, exceptions, and at-risk signals before they become client attrition events.
Ask commercial discovery questions and identify opportunities for additional divisions, contacts, modes, lanes, or service needs.
Partner with CSA support on shared development accounts where additional outreach or penetration is needed.
Document activity, notes, contacts, and next steps in HubSpot with discipline.
Maintain clear ownership and visibility across assigned accounts, including lapsed, at-risk, and escalated accounts.
Participate in weekly portfolio reviews and contribute updates on account status, service issues, reactivation efforts, and growth signals.
Support controlled attrition prevention by taking action on lapsed or declining accounts within defined governance standards.