Customer Success Manager, Logistics
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Job Description
Customer Success Manager driving customer satisfaction for logistics solutions at GenLogs. Managing a significant customer portfolio and ensuring successful implementation and renewals.
Responsibilities:
- Manage customer book of around $3 million ARR within the logistics service provider (LSP) vertical
- Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.
- Develop and execute customer success playbooks and resources to drive customer adoption.
- Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.
- Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals.
- Ensure a high level of revenue retention and expansion.
- Partner closely with Sales for largest upsell opportunities.
- Quarterly travel for industry conferences, QBRs, and onsite customer meetings
- Collaborate with Support and Engineering teams on user issues
- Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams
Requirements:
- 5+ years experience in account management or customer success
- Experience in managing customer success programs, customer retention, and upselling strategies.
- Excellent written communication and documentation skills
- Strong track record of building customized reports and presentations to unlock customer insight
- Strong problem-solving abilities
- B2B SaaS experience preferred
- Transportation or logistics experience required
Benefits:
- Healthcare
- Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
- Employer contribution towards premiums of optional higher-end plans
- Unlimited PTO
- Sick leave
- Company holidays (GenLogs observes all federal US Government holidays)
- Flexible leave for caregiving and medical needs
- Paid parental leave
- Budget availability for approved professional development courses, certifications, and training
- 100% travel reimbursement for all approved company travel and spending
- 401(k) plan
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