Sr Manager, Customer Success

CargoSprint is a company dedicated to transforming the cargo industry with innovative digital solutions. They are seeking a Senior Manager of Customer Success to lead the development of a new Customer Success function, focusing on ensuring customer activation, adoption, and growth for their logistics technology products.

Responsibilities:

• Design and own a defined onboarding journey for new customers, including how-to resources, training sessions, and milestone check-ins within the first 30 to 60 days of engagement
• Own Time to Value (TTV)—the speed at which a new customer completes their first successful transaction on the CargoSprint platform. This is the primary activation metric for the function
• Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations, starting with CargoSprint's highest-volume use cases
• Monitor product usage signals—login frequency, transaction volume, feature adoption—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. Trigger proactive outreach when scores fall below defined thresholds
• Establish baseline health score definitions and the data instrumentation required to make them operational—one of the function's three founding priorities
• Intervene proactively when usage declines, a renewal approaches, or a new product feature is directly relevant to a customer's workflow—before Account Management has to chase
• Identify natural expansion opportunities and route them to Account Management with full context. Customer Success identifies the signal; AM closes the revenue
• Drive Net Revenue Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend without requiring reactive intervention
• Manage a segmented book of business across three engagement tiers: High-Touch (named CSM coverage for enterprise accounts), Mid-Touch (pooled team with structured onboarding for commercial accounts), and Low-Touch (automated flows and self-serve for SMB and long-tail payees)
• Allocate CS resources based on customer size and strategic value, ensuring the highest-value accounts receive proportional attention without under-serving the long tail
• Design and maintain automated onboarding flows and triggered email sequences for low-touch segments, reducing cost-to-serve without sacrificing activation quality
• Define, instrument, and own the core CS metrics: Time to Value, Net Revenue Retention, Gross Revenue Retention, Customer Health Score, Churn Rate, Product Adoption Rate, NPS, and Expansion Revenue
• Build and present Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) to executive leadership with clear narrative analysis of lifecycle trends, at-risk accounts, and initiative status
• Identify the top five reasons new customers fail to activate within 30 days—a founding workstream for the function—and translate findings into playbook improvements and Product feedback
• Own the customer-facing knowledge center: how-to articles, FAQs, and product guides that reduce inbound Support volume and enable customers to help themselves
• Provide structured Voice of Customer input to Product Management, translating recurring customer friction points and feature requests into actionable roadmap influence
• Coordinate tightly with the VP of Customer Support & Operations to ensure that Support's reactive ticket data informs CS's proactive outreach priorities—and vice versa

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. You know what these metrics mean and how to move them
• Proven track record owning and presenting weekly and monthly business reviews to senior leadership, with the ability to translate lifecycle complexity into clear, actionable narrative
• Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch—with appropriate playbooks and resource allocation for each segment
• Ability to work across Product, Support, Sales, and Account Management to align the CS function with the broader customer experience and revenue agenda
• Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent) and the analytical rigor to build dashboards and track customer health at scale
• Background in logistics, freight forwarding, payments, or port and terminal technology is a strong differentiator
• Experience standing up a Customer Success function from scratch, including defining the playbook, instrumentation, segmentation model, and metrics framework
• Experience building and maintaining customer-facing knowledge centers (Confluence, Guru, Zendesk Guide, or equivalent) that serve both self-service and agent enablement goals
• Familiarity with designing automated onboarding flows, triggered email sequences, and in-app engagement tools for low-touch customer segments
• Exposure to Lean, Six Sigma, or similar operational frameworks for identifying and eliminating systematic causes of customer failure to activate or retain