Customer Success Manager
About The Position
The Go-to-Market (GTM) team at GenLogs is responsible for bringing their Truck Intelligence™ platform to organizations that depend on trustworthy, real-time freight visibility. The Customer Success function is a key part of the GTM team, working alongside Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing. This role is responsible for all post-sale activities, including account management, expansion, and renewal. The primary focus of the Customer Success Manager role is to provide world-class customer experience for GenLogs' growing customer base. As a CSM, you will own a portfolio of Mid-Market logistics customers and be responsible for driving adoption, customer outcomes, and long-term retention. You will act as the primary point of contact for your customers, understand each customer’s operational workflows and business goals, and ensure they realize measurable value from GenLogs’ Truck Intelligence™ platform.
Requirements
- Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
- 4+ years of experience in Customer Success, Account Management, or related customer-facing roles.
- Experience managing a portfolio of Mid-Market B2B customers with multi-million-dollar revenue responsibility.
- Demonstrated success driving retention, customer adoption, and expansion.
- Strong written communication and presentation skills.
- Strong analytical and problem-solving abilities.
- Experience creating customer-facing reporting and executive presentations.
- B2B SaaS experience required.
Nice To Haves
- Transportation/logistics or commercial auto insurance experience preferred.
Responsibilities
- Manage a book of business across Mid-Market logistics customers.
- Own onboarding and implementation efforts for new customers, ensuring successful setup, user activation, and operational integration.
- Develop and execute scalable customer success playbooks, workflows, and training resources that drive product adoption.
- Conduct regular customer check-ins and business reviews focused on KPIs, usage trends, outcomes achieved, and future objectives.
- Identify growth opportunities through customer usage patterns, evolving business priorities, and stakeholder feedback. Drive renewals and expansion opportunities while partnering with Sales on larger opportunities.
- Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges and communicate customer feedback.
- Serve as the voice of the customer internally, surfacing insights that improve product development and customer experience.
- Travel periodically for customer meetings, industry conferences, and onsite engagements.
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
