Customer Success Manager

3-5 years of experience in Customer Success in the B2B SaaS space. Proven experience managing a large book of accounts with varying needs. Previous startup experience—comfortable with ambiguity, change, and building from scratch. Strong understanding of customer retention strategies and handling escalations effectively. Excellent communication skills—able to explain complex solutions simply and clearly. Ability to build trust quickly and foster strong customer relationships. Organized, self-motivated, and able to manage competing priorities with minimal oversight. Familiarity with the last-mile delivery or logistics industry is a plus.

Manage a large, diverse book of accounts to ensure customers achieve their goals. Drive customer retention and reduce churn through proactive outreach and value delivery. Handle customer escalations with urgency and empathy. Provide training, enablement, and best practice guidance to customers. Serve as the voice of the customer internally, collaborating with cross-functional teams. Track account health metrics and identify expansion or upsell opportunities. Develop account success plans for strategic customers. Contribute to building scalable customer success processes.