Customer Success Manager

About Portless Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics—so they can grow with confidence. About The Role As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable. What You'll Own (Responsibilities) Adoption & EnablementLead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plansDrive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform Value Realization & OutcomesKPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metricsProactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchantStrategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter Expansion via Services & Upsells (Expand)Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financingBuild Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchantRepeatable Expansion Plays: Contribute to internal playbooks for service-led growth Renewal & Risk LeadershipForecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plansEscalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions Cross-Functional LeadershipInternal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and EngineeringFeedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap Success Metrics (What "Good" Looks Like) Retention: Gross Retention Rate and Churn Risk ReductionAdoption: Achievement of early-stage adoption milestonesGrowth: Service attach rate and influenced upsell pipeline Qualifications Fluent in English: Exceptional written and spoken communication for an executive audience3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS roleDomain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred)Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1Selling Comfort: Experience with services-led discovery and value articulation Values & Ways of Working Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientationJudgment & Precision: Knows when to be strategically bold and when to be operationally preciseScalability: Focuses on building repeatable systems rather than one-off heroics.6 Ideal Candidate Profile You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product's journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.