Customer Success Manager, 3PL Distribution

Cart.com•Longview, TX

2d•Hybrid

About The Position

Cart.com is hiring a Client Success Manager (CSM). Our dedicated team of client success managers bridge the gap between our clients and our operations, tech, and sales teams to deliver a seamless experience. The right CSM not only advocates for our clients but also helps them maximize their partnership with Cart.com, ensuring mutual success and satisfaction. The ideal candidate excels in listening, communicating, and troubleshooting while prioritizing tasks efficiently in a fast-paced, dynamic environment. They’re adept at building strong relationships, using data to drive decisions, and staying organized amidst evolving priorities. If the thought of handling customer feedback or navigating change overwhelms you, this role will not be the right fit.

Requirements

3+ years of experience in Customer Success, Account Management, or a related field, with a proven track record of managing accounts and driving customer satisfaction.
2+ years of experience in Operations roles or supporting Operations within 3PL, Distribution and/or fulfillment industries.
Developed and executed strategic account plans, resulting in measurable business outcomes.
Demonstrated ability to manage confidential information with discretion and professionalism.
Successfully worked across multiple teams (e.g., product, operations, sales) to guide the client journey.
Experience in eCommerce, logistics, or fulfillment.
Willingness to travel up to 25% as needed.
Basic to intermediate understanding of eCommerce and fulfillment environments.
Strong empathy for customer challenges and a focus on creating positive experiences.
Active listening skills, capable of accurately interpreting and responding to client needs and concerns.
High level of technical proficiency, easily explaining complex processes or products to non-technical stakeholders.
Resourceful problem solver, leveraging analytical thinking to develop innovative, client-focused solutions.
Strong project management skills and a proven ability to juggle multiple priorities.
Ability to drive decisions through data analysis, ensuring an evidence-based approach to problem-solving and client success.
Detail-oriented with a strong sense of urgency, thriving in environments that require quick responses.

Nice To Haves

Experience working with Order Management Systems (OMS) and Warehouse Management Systems (WMS).
Experience in project management, having led or contributed to large client projects.
Prior experience in business development, expanding client accounts and fostering long-term partnerships.

Responsibilities

Develop and execute a strategic account plan for each assigned client, focusing on business outcomes and measurable results.
Utilize metrics, KPIs, and data analysis to monitor customer satisfaction, retention, and contract compliance.
Collaborate closely with product support, operations, and implementation teams to resolve issues and ensure smooth onboarding and integration processes.
Set and manage clear, measurable expectations for both clients and internal teams.
Deliver daily/weekly/monthly required reports to the clients as outlined in their contractual statements of work.
Support the client in managing their sku/product catalog, as well as inbound and outbound deliveries.
Proactively monitor contract adherence to maintain compliance and client satisfaction.
Manage the implementation of new programs and services in a timely and cost-effective manner.