Customer Success Manager

Terminal 49 is seeking a rockstar Customer Success Manager to oversee operations and and foster successful and effective client relationships.

Customer Experience team is core to our business and has the ability to wow our customers. Even when using software automation to take the pain out of many manual tasks, transporting a container from the port to the warehouse is still a complex process with constantly changing requirements, unexpected events, and a multitude of factors to consider.The right person for this role will be extremely fastidious and organized, and a natural project manager.

As a manager, you’ll be in charge of handling our key accounts and running the internal operations of our service. You’ll be interfacing with all size of customers, ensuring that the transportation of cargo is on time and up to our customers’ expectations.

Requirements

What you will do

• Lifecycle account management (both proactive & reactive) to ensure customer satisfaction
• Collecting & analyzing data to draw insights & make decisions
• Building new processes from scratch or reimagining existing processes to create effective systems
• Provide valuable feedback and expertise to product to prioritize features that will improve customer experience
• Customer advocacy, seeking testimonials & referrals
• Creating customer-facing content like case studies and help center articles
• Use Terminal49.com and other software tools to manage all of operations and customer support
• Expanding accounts (upselling and cross-selling)
• Driving retention & renewals, negotiating contracts
• Become a subject-matter expert on logistics and supply chain operations

Essential Experience

• 4+ years of Customer Success experience
• You have deep experience owning each core responsibility listed above
• You’ve independently managed 40-70+ B2B accounts
• You’ve implemented and refined best practices that scaled amid exponential growth cycles
• You have proven ability to take objectives, break them down into actionable plans, and manage your own timelines and progress
• You’ve actively assisted new teammates in getting up to speed
• Your past accounts and colleagues share glowing endorsements

Essential Mindset & Collaboration

• Alignment with our core values: Terminal49 Values
• Intrinsic motivation to be at the forefront of Customer Success
• Desire to learn the ins and outs of global container logistics
• You love interacting with users and helping them improve their business outcomes
• You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
• You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
• Strong written and verbal English skills to communicate with our international team

Bonus Attributes:

• You’ve worked with early or growth stage startups
• You've independently led a foundational CS initiative for a SaaS product

• Previous experience in supply chain, trade, logistics, trucking, and/or transportation
• BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

Benefits

• Work from anywhere; we run a distributed team
• 401K retirement plan
• Top-tier health care plans
• Flexible vacation policy