Enterprise Customer Success Manager
About The Position
The Enterprise Customer Success Manager is a technical solutions expert who bridges post-sales Solutions and Customer Experience activities. The role helps customers understand Highway’s value and successfully adopt its platform, spanning the customer journey from product-fit evaluation through implementation and expansion. It drives onboarding and feature adoption, accelerates conversion of booked customers to billed recurring revenue, maintains technical credibility and account relationships, and ensures implemented solutions deliver the promised functionality and expected ROI.
Requirements
- At least 6 years of experience in customer experience, solutions architecture, and/or technical sales support.
- Deep technical knowledge of TMS platforms, transportation software, or SaaS solutions.
- Strong understanding of API integrations and technical implementation processes.
- Excellent communication skills, including the ability to translate technical concepts for business stakeholders.
- Ability to travel up to 30% of the time.
- Experience working cross-functionally with sales, customer success, and engineering teams.
Nice To Haves
- Background in transportation, logistics, or supply chain software.
- Experience with customer journey mapping and expansion selling.
- Knowledge of product roadmapping and beta program management.
- Experience presenting to C-level executives and technical stakeholders.
Responsibilities
- Guide customers through pre-integration decision frameworks and assess readiness for full platform adoption.
- Participate in implementation kickoff calls for Tier 1 customers and selected Tier 2 accounts.
- Translate technical requirements and collaborate with Technical Solutions Engineers to develop comprehensive implementation plans.
- Conduct solution-definition and implementation-planning sessions, including reviewing customers’ existing solutions and providers.
- Lead monthly planning meetings with Business Unit Sales Leaders and Solutions Consultants to identify and plan expansion opportunities.
- Evaluate and present the pros and cons of current TMS integrations and demonstrate the ROI of migrating to Highway’s platform.
- Deliver technical demonstrations to prospects and answer detailed product and integration questions.
- Align with Solutions Engineering leadership on solution components and ensure deliverables are properly scoped.
- Develop a deep technical understanding of how customers interact with the platform at the API level.
- Define strategic customer goals, such as feature adoption and mandate optimization, for Customer Success Managers to advance.
- Attend quarterly business reviews for key accounts and align with Customer Success Managers beforehand on blockers and next steps.
- Provide prescriptive recommendations on customer-journey progression and expansion opportunities.
- Drive successful onboarding and feature adoption among assigned accounts.
- Accelerate conversion of booked customers to billed recurring revenue.
- Maintain strong technical credibility and customer account relationships.
- Ensure implemented solutions match promised functionality and deliver expected ROI.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
