Customer Success Manager, Strategic Accounts

Terminal Industries•Austin, TX

About The Position

At Terminal, we believe the logistics yard is the last great untapped frontier in supply chain technology — a space still run on clipboards, radios, and guesswork. Yet these yards move the trucks, trailers, chassis, and containers that power global commerce. Unlocking yard-level data is foundational to improving efficiency, sustainability, and scalability across the supply chain. That’s why we’re building the world’s first AI-powered Yard Operating System (YOS), a platform that digitizes, automates, and orchestrates everything that happens in the yard. Powered by our Terminal Vision Engine and best-in-class machine learning, we give operators real-time visibility, intelligence, and control to slash dwell times, eliminate phantom costs, and boost throughput. The result? Safer, smarter, faster yards — and the chance to redefine a trillion-dollar industry from the ground up. Backed by top-tier investors and partnered with leading global logistics companies, we’re not just solving problems, we’re creating the category standard. Joining Terminal means joining a team that’s rewriting the rules of modern logistics. If you want to make a tangible impact on how goods move through the global supply chain, this is an opportunity to do meaningful work at a pivotal stage of growth. Terminal is looking for a passionate and strategic Customer Success Manager (CSM) to serve as the primary advocate and trusted advisor for our largest, most strategic customers. As the first hire in this function, this role offers significant potential for growth into a leadership position for the right candidate. You will play a pivotal role in ensuring our customers unlock maximum adoption and ROI with our platform. Achieving this high level of customer success is pivotal to establishing Terminal as the undisputed leader in the industry. The CSM acts as the connective tissue between customers and internal teams, translating usage data and customer feedback into clear actions that drive retention and growth. This role balances hands-on relationship management with process-building, helping scale a repeatable and durable Customer Success motion.

Requirements

A highly empathetic, consultative, and customer-obsessed mindset, coupled with the business acumen to translate customer pain into internal action.
Must be based in Austin, TX.
3-6 years of experience in a strategic Customer Success or account management role, specifically focused on B2B enterprise-level, complex accounts.
Proven success managing multiple large-scale enterprise accounts simultaneously, with a focus on long-term relationship development.
Strong project management skills with an ability to juggle multiple accounts and priorities.
Demonstrated experience building and leading customer success teams or cross-functional account teams.
Strong track record of designing and executing scalable processes, including QBR frameworks and account health programs.
Deep experience in both commercial and technical account managament—able to confidentiality navigate renewal and upsell conversations while also diving into technical details with customer stakeholders and internal teams.
Clear, empathetic communication skills and a knack for problem solving.
Experience with Salesforce.

Nice To Haves

Domain experience in supply chain, logistics, or transportation technology—familiarity with the challenges and workflows of enterprise customers in these industries is a strong plus.
Experience in early-stage, high-growth, venture-backed startups.
Proven track record of managing complex accounts and achieving retention and growth goals.
Experience influencing internal teams and advocating for customer needs cross-functionally.

Responsibilities

Own the post-sale customer experience, ensuring customers achieve clear outcomes and measurable value from the platform.
Serve as the primary point of contact for assigned customers, managing onboarding, adoption, renewals, and ongoing engagement.
Lead customer initiatives such as QBRs, success planning, and feedback loops tied to customer goals and ROI.
Track customer health, renewal forecasting, and escalation management across a portfolio of accounts.
Navigate multi-layered customer relationships, including technical stakeholders, operators, and executive sponsors.
Synthesize insights from product usage data, customer conversations, and account trends to proactively mitigate churn risk and identify expansion opportunities.
Make sound judgment calls that balance customer needs with business priorities, especially during escalations or tradeoff discussions.
Partner closely with Product to shape roadmap priorities based on customer feedback and adoption patterns.
Collaborate with Sales on renewals and expansion opportunities, and with Marketing to surface customer stories and proof points.
Build and improve repeatable CS frameworks and playbooks that scale beyond individual execution.
Maintain accurate account documentation, health metrics, and forecasts in CRM and CS tooling.