Customer Success Manager (Logistics)
About The Position
The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to organizations that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing. We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal. The primary focus of the Customer Success Manager role is to provide world-class customer experience for our install base. As a CSM, you will own a book of business and be in charge of driving adoption, value, and long term customer satisfaction within your customer base. You will act as the primary point of contact for your customers, understand each customer’s unique needs, and ensure they succeed.
Requirements
- Roll-up-your-sleeves attitude—you thrive in ambiguity and can execute as well as strategize.
- 5+ years experience in account management or customer success
- Experience in managing customer success programs, customer retention, and upselling strategies.
- Excellent written communication and documentation skills
- Strong track record of building customized reports and presentations to unlock customer insight
- Strong problem-solving abilities
- B2B SaaS experience preferred
- Transportation or logistics experience required
Responsibilities
- Manage customer book of around $3 million ARR within the logistics service provider (LSP) vertical
- Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.
- Develop and execute customer success playbooks and resources to drive customer adoption.
- Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
- Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. Ensure a high level of revenue retention and expansion. Partner closely with Sales for largest upsell opportunities.
- Collaborate with Support and Engineering teams on user issues
- Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams
Benefits
- Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
- Paid parental leave
- Budget availability for approved professional development courses, certifications, and training
- 100% travel reimbursement for all approved company travel and spending
- 401(k) plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
