Job Description

: Customer Success Manager (Logistics & Supply Chain)
Job Title: Customer Success Manager Department: Customer Success / Account Management Location: [Remote / City, State] Reports To: [Head of Customer Success / VP of Sales]
About [Company Name]
[Insert a 2-3 sentence description of your company. Example: We are a leading freight-tech platform helping shippers gain real-time visibility into their supply chain. Our AI-driven solution connects manufacturers with carriers to optimize routes and reduce freight costs.]
The Role
We are looking for a Customer Success Manager with a strong background in logistics or supply chain operations to act as a trusted advisor to our enterprise clients.
In this role, you will not just be supporting software; you will be helping logistics professionals optimize their shipping workflows, reduce transit times, and interpret complex supply chain data. You will bridge the gap between our technology and the physical world of freight, ensuring our customers achieve their operational goals (OTIF, Cost-to-Serve, etc.).
Key Responsibilities
Onboarding & Implementation: Lead the post-sales journey, guiding logistics teams through the setup of our platform, including carrier integrations, TMS (Transportation Management System) configuration, and user training.
Strategic Advisory: Conduct Quarterly Business Reviews (QBRs) to analyze shipping data, identify bottlenecks in the client's supply chain, and recommend optimization strategies using our tools.
Operational Support: Serve as the primary point of contact for escalations regarding tracking issues, API integration failures, or data discrepancies between the platform and carriers/3PLs.
Adoption & Utilization: Monitor platform usage metrics to ensure clients are utilizing key features (e.g., automated booking, freight auditing, carbon tracking).
Retention & Growth: Proactively manage account health to prevent churn. Identify opportunities to upsell new features, trade lanes, or premium support tiers.
Voice of the Customer: Translate complex logistics requirements from clients into actionable feedback for our Product and Engineering teams.
Requirements
Experience: 3+ years of experience in Customer Success, Account Management, or Operations within the Logistics, Supply Chain, or Freight Tech industry.
Domain Knowledge: Deep understanding of logistics terminology and workflows (e.g., FTL/LTL, Ocean Freight, Air Cargo, Incoterms, Bill of Lading, 3PL/4PL relationships).
Tech-Savvy: Experience working with SaaS platforms. Familiarity with logistics software such as TMS (Oracle, SAP, MercuryGate), WMS, or ERPs is highly preferred.
Data-Driven: Ability to interpret supply chain metrics (Transit Time, On-Time Performance, Demurrage/Detention costs) and present them to stakeholders.
Communication: Exceptional verbal and written communication skills; able to speak the language of both a warehouse manager and a VP of Supply Chain.
Preferred Qualifications (Bonus)
Experience with supply chain visibility tools (e.g., Project44, FourKites) or Freight Forwarding.
Basic technical knowledge of APIs/EDI integrations (how data moves between carriers and shippers).
Multilingual skills (highly valued in global logistics).

Skills Required