Customer Success Manager - Freight

About the role

The Customer Success Manager will own relationships with freight customers, driving their onboarding, engagement, adoption, and retention. This role requires a strategic and operational mindset, with a focus on building scalable systems and processes that support long-term growth.

Responsibilities

• Own relationships with freight customers, acting as a trusted advisor throughout the customer lifecycle
• Drive customer onboarding, engagement, adoption, and retention within the freight vertical
• Partner closely with Sales, Product, Operations, and Support teams to deliver a seamless customer experience
• Identify customer pain points, operational gaps, and growth opportunities, translating insights into scalable solutions
• Develop and refine onboarding processes, success playbooks, and customer engagement strategies as the vertical grows
• Monitor customer health, usage, and retention metrics to proactively drive outcomes and reduce churn
• Advocate for freight customers internally and help influence product and operational improvements
• Help establish scalable systems and processes that support long-term growth across the freight business

Requirements

• 4–7+ years of experience in Customer Success, Account Management, Operations, Logistics, or related customer-facing roles
• Experience working within freight, transportation, logistics, trucking, or supply chain industries strongly preferred
• Strong relationship-building and communication skills with the ability to influence across teams and customer stakeholders
• Proven ability to manage complex customer relationships and drive measurable customer outcomes
• Strategic and operational mindset with comfort navigating ambiguity and building processes from the ground up
• Data-driven approach to customer management and problem solving
• Passion for customer experience, operational excellence, and continuous improvement

Qualifications

• Deep understanding of freight workflows, challenges, and customer needs
• Ability to translate customer insights into scalable solutions
• Comfort with ambiguity and building processes from the ground up
• Strong analytical and problem-solving skills
• Experience with customer relationship management tools and platforms

Skills

• Customer Relationship Management
• Operational Excellence
• Strategic Thinking
• Problem Solving
• Customer Advocacy

Benefits

• Competitive salary and equity in a high-growth startup
• Multiple health benefit options
• Responsible Time Off
• 401(k) matching
• Opportunities and support for major career growth
• Annual Company offsite event (Mudfest!)