Customer Success Manager

Paxafe • Indianapolis, IN

3d • Remote

About The Position

We’re looking for a Customer Success Manager to help lead customer implementations and define how PAXAFE delivers value across its life-science and logistics customers. This is a hands-on leadership role for someone who thrives at the intersection of project management, technical understanding, and customer strategy. You’ll lead implementation projects, manage enterprise relationships, and work closely with product and engineering to ensure every deployment is successful — and scalable. You don’t need to code, but you should be able to read API documentation, understand integration flows, and help customers and developers speak the same language.

Requirements

• 5–8 years of experience in Customer Success, Implementation, or Technical Project Management within a SaaS or platform company.
• Strong grasp of data integrations, REST APIs, JSON, and system architecture concepts — comfortable using Postman, Azure, or similar tools.
• Excellent project management and communication skills — able to coordinate complex workstreams and translate between business and technical stakeholders.
• Thrives in a startup environment — proactive, resourceful, and able to wear multiple hats.
• Excited by the opportunity to build structure from scratch and shape the customer success function as we scale.

Nice To Haves

• Background in logistics, pharma, life sciences, or IoT environments is a plus, but not required.

Responsibilities

• Lead customer onboarding and implementations across PAXAFE’s modules: Command Center, Lane Qualification, Auto Product Release, and Risk Intelligence.
• Translate customer goals into technical and operational plans , sequencing work across internal teams.
• Manage integration projects involving APIs, webhooks, carriers, and IoT devices.
• Drive project execution using Linear and other tools — ensuring clear communication, ownership, and follow-through.
• Serve as the voice of the customer — gathering feedback and sharing insights to inform product roadmap and prioritization.
• Build repeatable processes and playbooks to scale implementation and support future CS hires.
• Collaborate cross-functionally with Engineering, Product, and Data to ensure timely, high-quality deployments.
• Contribute to customer training, documentation, and internal knowledge-sharing.

Benefits

• High-impact mission: Every project directly supports safe, compliant delivery of the world’s most important products worldwide (e.g. vaccines, life-saving therapies, food, etc.)
• PAXAFE has entered an exciting growth phase which provides for [and requires] a great deal of autonomy & leadership at every role & every level
• You’ll be working with the world’s leading companies in Life Sciences (Pharma, CDMOs, Med Devices & Bio Tech) which are working on some of the most advanced therapies in the world
• Startup ownership: Join a cohesive, collaborative team where your ideas shape the future of our platform
• Remote-first flexibility: Work from anywhere (Central / Eastern US preferred).
• Cutting-edge tech: LLMs & Agentic AI | Azure | Python | Prismatic | Supabase | PostgreSQL | LavinMQ | Inngest | IoT | shadcn | Linear | Figma
• Growth opportunity: Step into a foundational technical leadership role with visibility to PAXAFE’s executive team.
• Comprehensive benefits: Competitive base salary, equity participation, five weeks PTO, and full healthcare coverage

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed