Senior Customer Success Manager
New
K
KlearNow.AILogistics Technology
USAFull-TimeSenior
Salary$135k-$165k per year
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Job Details
- Experience
- Minimum 10 years in Customer Success, Account Management, or a combination role.
- Required Skills
- Project ManagementAccount ManagementCRMCustomer SuccessSaaSHubSpot
Requirements
- Minimum 10 years in Customer Success, Account Management, or a combination role, ideally in SaaS, logistics, trade compliance, or supply chain software.
- Preferably 3-5 years working for and/or with national, enterprise-level customs brokerage houses.
- Demonstrated track record owning renewals and expansion revenue.
- Experience managing complex, multi-stakeholder strategic enterprise-level accounts at the VP and C-suite level.
- Familiarity with customs brokerage, freight forwarding, and/or trade compliance operations is a significant advantage.
- Executive presence: proven success presenting to VP- and C-level audiences.
- U.S. Customs Broker License or Certified Customs Specialist (CCS) designation is preferred.
- Commercial acumen: understands ARR, GRR, NRR, and can build a compelling business case.
- Structured communicator: translates operational complexity into executive updates.
- Data-driven: comfortable interpreting account health data from CRM and platform dashboards.
- Project management instinct: tracks deliverables and flags risk.
Responsibilities
- Promote platform usage across assigned accounts focusing on measurable business outcomes and ROI.
- Build ROI cases, executive narratives, and business cases to drive adoption and executive buy-in.
- Lead Quarterly Business Reviews (QBRs) connecting platform performance to trade operations outcomes.
- Cultivate senior-level relationships to align the platform with strategic goals.
- Own the full commercial lifecycle including renewals and expansion.
- Identify and pursue expansion opportunities to increase wallet share.
- Set, measure, and report KPIs like adoption, ROI, and revenue share.
- Monitor account health scores and own escalation/recovery plans.
- Coordinate with Engineering and Operations on platform escalations.
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