Senior Manager, Customer Success
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Job Description
Senior Manager, Customer Success at CargoSprint managing post-sale customer lifecycle for logistics tech. Responsible for onboarding, retention, and expansion signals across major freight and commercial accounts.
Responsibilities:
- You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value.
- You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business.
- You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate.
- Design and own a defined onboarding journey for new customers.
- Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations.
- Monitor product usage signals to identify customers who are disengaging before they churn or escalate to Support.
- Build and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs.
- Intervene proactively when usage declines or a renewal approaches.
- Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch.
- Define, instrument, and own core CS metrics and build Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).
Requirements:
- 5+ years in Customer Success, account management, or a post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company.
- Demonstrated ability to design and operate a structured CS playbook across onboarding, adoption, retention, and expansion—with measurable outcomes.
- Hands-on experience tracking and reporting CS KPIs including Time to Value, NRR, GRR, Customer Health Score, Churn Rate, and NPS.
- Proven track record owning and presenting weekly and monthly business reviews to senior leadership.
- Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch.
- Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent).
Benefits:
- Medical, dental, and vision plans for you and your family
- 401(k) with company match
- Generous flexible PTO program and paid holidays
- Professional development opportunities
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