Customer Success Manager

Conduit•Seattle, WA

20d•Hybrid

About The Position

Conduit is a dock and yard management system that helps 3PLs and shippers schedule trucks, manage drivers, and coordinate yard operations across multiple facilities. Our platform connects dock scheduling, driver check-in, yard management, and documentation into a single system, replacing the spreadsheets, email, and radio calls that shipping and receiving teams have relied on for decades. Conduit is backed by Innovation Endeavors, Y Combinator, and other top-tier investors, and works with hundreds customers across North America. This is an early-stage startup, and we're looking for someone who wants to wear many hats and help build the foundation of a strong organization. You'll have a direct hand in defining the product requirements our customers need, and the chance to build the systems and tools that help us scale. This is a build-from-scratch seat, not a maintain-what-exists one. Access to the latest AI tooling to push the limits on effective work, human creativity, and collaboration. You'll play a pivotal role in client onboarding, ongoing client engagement, and feature adoption — with real ownership over documentation, support process, and how we partner with Product to bring customer needs to life. Be part of a strong, nimble team that values initiative and cross-functional thinking. Our new office sits in the heart of Belltown, steps from Pike Place Market, with the water right outside. Flexible work environment with a hybrid setup in Seattle (3 days a week). Competitive compensation package with equity opportunities. Comprehensive benefits, including health, dental, and vision insurance. Flexible vacation policy with a 2-week minimum. A deeply loyal customer base that regularly contributes product ideas to fuel our growth. We're backed by Innovation Endeavors, Y Combinator, and other top-tier investors. Job Summary: We're looking for a Customer Success Manager to own critical post-sales work across client onboarding, support, documentation, and success initiatives. This role is ideal for someone with experience in SaaS client launches, customer success operations, and cross-functional project coordination—especially within logistics or supply chain software (WMS, TMS, etc.). You'll play a pivotal role in ongoing client engagement and feature adoption, working through a combination of documentation, support process optimization, and partnership with product and customer-facing teams. This role is hybrid in Seattle, WA.

Requirements

2-4+ years of direct experience in SaaS operations, client onboarding, or customer success
Proven experience managing client launches or onboarding, especially in partnership with AE/AMs
Familiarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools)
Experience in Logistics and Supply Chain, preferably with 3PL exposure
Ability to travel up to 15%
Demonstrated experience with Google Sheets or Excel
Strong project management skills with ability to coordinate across multiple teams and priorities
Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat)
Ability to write clear, concise system documentation and instructional content
Self-starter with excellent organizational and communication skills, who is deeply curious
Strong problem-solving skills and a service-oriented mindset
Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes

Nice To Haves

Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similar
Familiarity with logistics workflows or client configuration processes
Prior work in a startup or high-growth environment

Responsibilities

Lead onboarding for new clients, owning project coordination and tracking deliverables
Manage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teams
Ensure timely execution of onboarding tasks and client communications
Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-F
Drive ongoing improvements to ticket workflows and support escalation processes
Document recurring issues, resolutions, and product gaps
Maintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessible
Input and categorize client requests, feedback, and feature ideas into internal systems
Collaborate with internal stakeholders to ensure documentation is aligned with product updates and support needs
Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients
Gather client feedback and operational insights to inform renewal conversations with Sales
Identify expansion opportunities through observation of client needs and product engagement
Work with the Product & Engineering team to gather information on upcoming features/modules
Support the rollout of new product features through demos, training materials, and documentation updates
Shape internal/external-facing product documentation in partnership with Product and Marketing teams
Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact)