Key skills
Customer Success ManagementB2B SaaS ExperienceAnalytical SkillsCRMCSM PlatformsLogistics Technology KnowledgeRelationship BuildingCommunication SkillsOrganizational SkillsSaaSChange ManagementCommunicationCustomer SuccessAccount Management
About this role
Alvys is a fast-growing SaaS company transforming the logistics industry, and they are seeking an Enterprise Customer Success Manager to serve as a trusted advisor to their largest freight and logistics customers. The role focuses on retention, product adoption, and customer health, driving value realization and identifying opportunities for expansion through strong relationships and data-driven insights.
Responsibilities:
- Drive Retention: Own customer health across your portfolio by proactively managing risk and ensuring continued adoption
- Lead Strategic Business Reviews: Conduct QBRs with executives and key stakeholders to highlight ROI, share product roadmap updates, and align on strategic goals
- Monitor Customer Health: Analyze engagement metrics, usage patterns, and sentiment to assess customer health and develop success plans to mitigate churn risk
- Enable Value Realization: Partner with customers to identify success metrics, implement best practices, and ensure measurable outcomes that tie back to business objectives
- Generate CSQLs (Customer Success Qualified Leads): Identify and qualify upsell or cross-sell opportunities based on customer needs and business impact, partnering with Account Executives as appropriate
- Act as the Voice of the Customer: Collaborate cross-functionally with Product, Engineering, and Support to advocate for customer needs and influence the product roadmap
- Foster Adoption: Drive product education and utilization through training, enablement, and change management support
Requirements:
- 6+ years of experience in Customer Success, Account Management, or Customer Experience roles within B2B SaaS, ideally with enterprise or logistics clients
- Proven success managing renewals, customer retention, and QBR programs
- Strong analytical mindset — skilled at using data to assess health, forecast renewals, and measure success outcomes
- Excellent relationship-building and communication skills with executive stakeholders
- Highly organized and proactive, with the ability to manage multiple priorities in a fast-paced environment
- Familiarity with CRM and CSM platforms
- Willingness to travel up to 33% of the time
- Knowledge of freight, supply chain, or logistics technology is strongly preferred