Customer Success Manager

The Customer Success Manager position at Stord is responsible for supporting the growth and satisfaction of the company's largest enterprise Shippers. They will work closely with internal teams to enhance the customer experience and ensure that Stord is meeting their needs. The Customer Success Manager will build strong relationships with customers, address any issues or disputes, and collaborate with internal partners to develop long-term solutions. This role requires a bachelor's degree, 4+ years of experience in account management or customer success, and strong communication and collaboration skills.

• Own the post-launch experience of Stord's customer base
• Support the growth of enterprise customers and ensure they understand and realize the value of the Stord Network and its service offerings
• Focus on improving customer experience and meeting customer expectations
• Collaborate with internal teams to drive customer obsession, continuous improvement, and satisfaction
• Build strategy, content, and participate in MBRs, QBRs, and on-sites
• Build authentic relationships with external partners and identify areas for improvement and support
• Collaborate with internal partners to create and update solutions and processes to fit customers' needs
• Address financial or billing disputes and work with Finance and Legal to find appropriate resolutions
• Support Account Management in identifying new business opportunities or expansion plans
• Document findings, requests, escalations, and assign ownership for resolution
• Aggregate data and create action items from automated feedback mechanisms

• Bachelor's Degree in Business or related field
• 4+ years of experience working in an Account Management or Customer Success capacity, preferably in the Supply Chain or Logistics industry
• Experience working within Salesforce, Excel, Slack, and highly organized
• Self Initiative: A self-driven approach by seeking out opportunities without waiting for direction
• Strong Communication Skills: Exceptional verbal and written communication abilities to effectively convey information, actively listen, and build rapport with external customers and internal colleagues
• Cross-Functional Collaboration: Proven experience working collaboratively with diverse internal teams, ensuring seamless information sharing and alignment

• Competitive salary and bonus
• Friendly, Passionate, and Intelligent Employee Base
• Creative Problem Solving and Entrepreneurial Thinking
• Fast-Paced Environment
• Low-Ego, Solution-Driven Culture
• Community Involvement and Volunteer Opportunities
• Employee Resource Groups: Women of Stord, JEDI (Justice, Equity, Diversity, & Inclusion), Stord-Serves, & More
• 401(k)
• Medical, Dental, and Vision Insurance
• Life and Disability Insurance
• Health Savings Account (HSA) option
• Employee Assistance Program (EAP) - Mental Health Resources
• Paid Parental Leave
• Gym Stipend
• Paid Time Off
• Paid holidays
• And more!