Customer Success Manager

Burq is a company focused on simplifying the delivery process through innovative solutions. They are seeking a Customer Success Manager to help their growing customer base succeed with their platform by managing accounts, driving adoption, and enhancing customer satisfaction.

Responsibilities:

• Manage a large, diverse book of accounts, ensuring each customer achieves their business goals using our platform
• Drive customer retention and reduce churn through proactive outreach, regular check-ins, and value delivery
• Handle customer escalations with urgency and empathy, working cross-functionally to find quick resolutions
• Provide training, enablement, and best practice guidance to customers so they can maximize platform adoption
• Serve as the voice of the customer internally, collaborating with Product, Engineering, and Support to improve features and processes
• Track account health metrics and identify expansion or upsell opportunities
• Develop account success plans for strategic customers within your book
• Contribute to building scalable processes for customer success as our team grows

Requirements:

• 3-5 years of experience in Customer Success in the B2B SaaS space
• Proven experience managing a large book of accounts with varying needs
• Previous startup experience—comfortable with ambiguity, change, and building from scratch
• Strong understanding of customer retention strategies and handling escalations effectively
• Excellent communication skills—able to explain complex solutions simply and clearly
• Ability to build trust quickly and foster strong customer relationships
• Organized, self-motivated, and able to manage competing priorities with minimal oversight
• Familiarity with the last-mile delivery or logistics industry is a plus