Customer Success Manager

Arvist•Chicago, IL

24d•Hybrid

About The Position

We are looking for a Customer Success Manager who genuinely understands warehouse and logistics operations and can build trusted relationships with the operators, supervisors, and managers who use Arvist every day. This is not a support ticket role. You will be the primary point of contact for our clients from the moment a deployment goes live, responsible for driving adoption, delivering measurable outcomes, and identifying opportunities to expand. You need to be comfortable on the warehouse floor and in a business review with a VP of Operations. You will need to understand what our clients care about -- claims reduction, labor efficiency, compliance -- and connect Arvist's platform directly to those outcomes in every conversation.

Requirements

Direct experience working in or closely with warehouse, 3PL, or logistics operations -- you understand how these environments work, who makes decisions, and what actually matters on the floor
2 to 5 years in a customer success, account management, or implementation role at a B2B SaaS company, ideally one selling into operations-heavy environments
A track record of owning client outcomes, not just client relationships -- you can point to retention numbers, expansion deals, or measurable ROI you drove
Comfort navigating multi-stakeholder accounts: you can work with a floor supervisor one day and present to a VP of Operations the next
Strong written and verbal communication -- you can translate technical product capabilities into operational language that resonates with clients who did not buy software, they bought a solution to a problem
Enough technical fluency to understand integrations, troubleshoot basic configuration issues, and speak credibly with IT and operations contacts without needing engineering on every call
Self-directed work style -- you manage your own accounts, your own calendar, and your own follow-through

Nice To Haves

Experience with WMS platforms (Manhattan, Blue Yonder, HighJump, or similar)
Prior work at an early-stage company where you helped build the CS playbook, not just follow one
Familiarity with claims management processes, compliance documentation, or quality audits in a logistics context
Experience with computer vision, AI, or IoT products deployed in physical environments

Responsibilities

Own the client experience from signed contract through go-live, making sure every deployment lands cleanly and users are up and running quickly
Work directly with warehouse supervisors and floor staff to drive adoption and make sure Arvist is being used the way it was designed to be
Coordinate with our technical team to resolve configuration issues, integration questions, and anything that slows a client down post-deployment
Serve as the primary point of contact for your assigned accounts, building relationships across multiple levels of each client organization
Lead regular business reviews, presenting ROI data, usage trends, and roadmap updates to operations and leadership stakeholders
Identify and get ahead of churn risk before it becomes a problem -- through usage data, relationship signals, and proactive outreach
Own renewals for your accounts in partnership with the sales team
Identify expansion opportunities within existing accounts: additional sites, new use cases, and deeper integrations with client workflows
Work with the sales team to support expansion conversations with the right context and client proof points
Capture and communicate client feedback to product and engineering to inform the roadmap
Track and report on key metrics for each account: claims reduction, error rates, inspection volume, and labor impact
Help clients build internal reporting and workflows that make Arvist's value visible to their leadership
Develop case studies, success stories, and reference relationships that support Arvist's commercial growth