Customer Success Manager
About The Position
Freight Club is a leading provider in the shipping industry, dedicated to delivering exceptional service and innovative solutions to our clients. We are looking for a passionate and driven Customer Success Manager to join our team and help us continue to grow and succeed. As a Customer Success Manager at Freight Club, you will play a crucial role in ensuring the growth, retention, and satisfaction of our customers. Your efforts will significantly impact the overall performance of our business. This is a hybrid role, based in the Vancouver, BC area. The ideal candidate will work 2 days in the Vancouver office, with the flexibility to work remotely for the remainder of the week.
Requirements
- Relevant experience in customer success, sales, or analysis at a fast-paced company (preferably in a similar role at a SaaS company).
- Natural relationship builder with a demonstrated ability to understand and service complex client needs.
- Proactive and solutions-oriented, with the ability to work both autonomously and as part of a team to drive excellent results.
- Strong analytical mindset, time management skills, and attention to detail.
- Familiarity with SaaS products, CRMs, and Excel.
- Active listener who can identify client needs and a problem solver who can provide solutions to ensure client growth.
- Excellent written and verbal communication skills.
- Quick learner who can expand their industry knowledge and use new tools/systems to assist clients.
Responsibilities
- Onboarding New Clients: Ensure that the client understands the platform and knows which channels to communicate through, monitor their first shipments and resolve any immediate issues, actively scale our new business opportunities.
- Client Relationship Management: Build and maintain long-lasting relationships with our enterprise clients, focusing on scaling their existing business with Freight Club.
- Product Expertise: Maintain a deep understanding of our products, the shipping industry, and the competitive landscape to confidently articulate what sets us apart.
- Client Support: Understand every feature within the Freight Club application to assist with the onboarding and ongoing performance of our clients.
- Collaboration: Work closely with all Freight Club teams to resolve large-scale client issues and prevent churn.
- Account Audits: Conduct account audits and reviews to provide program recommendations.
- Data Analysis: Identify ongoing pain points (e.g., damages, overage invoices, rating errors) and spot potential growth opportunities (e.g., win/loss analysis, SKU optimization, carrier opportunities, and integrations for effective scaling).
Benefits
- Health and wellness support for our team members and their families including an employee assistance program
- 100% paid health and dental benefits in Canada
- Paid time off
- Easy access to online and phone-based counselling service
- Hybrid-flexible work environment.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
