Tusk Logistics - Customer Success Manager

WHAT IS TUSK LOGISTICS

Tusk Logistics is a new type of small parcel shipping infrastructure that enables parcel shippers to easily and scalably access delivery service from the best alternative parcel carriers nationwide. Shippers leverage Tusk’s technology and operational expertise to diversify away from FedEx, UPS and USPS – lowering their parcel delivery spend and increasing their operational flexibility. Tusk’s technology is the first of its kind, unifying services from alternative carriers nationwide into a single API with proactive support on every parcel, enabling Shippers to anticipate and solve their customers’ delivery issues in real time. 

Tusk’s co-founders Ben and Adam have deep industry experience, with long tenures at eCommerce shipping/logistics leaders like Shippo, ShipBob, and Google Shopping. Tusk is venture backed and is currently a team of five, based in Chicago. We work in-person four days per week. 

TUSK’S CORE VALUES

• Shippers first: Tusk exists to create value for our Shippers – lower costs, better service, increased visibility and control on every parcel.
• Honesty: Honesty begets trust – for our team, our shippers, and our partners.

THE ROLE

As a Tusk Customer Success Manager, you’ll play a critical role in growing existing shippers and solving operational challenges across the Tusk Network. This will include onboarding new Tusk shippers, accelerating the growth of Tusk’s live shippers, and improving Tusk’s day/day operations. You’ll build strong relationships with each Tusk shipper and understand their unique needs better than anyone. With your technical aptitude, you’ll navigate various tools and softwares to not only solve shipper problems, but also to build the processes and tools that improve Tusk’s overall network reliability and performance.

You can expect to work:

• In close collaboration with Director of Operations, Annie, in-person in Chicago four days per week 
• Effectively onboarding new customers while actively improving the onboarding process/playbook
• Lead day/day account management for a significant portion of Tusk’s live Shippers
• Identifying opportunities for expansion within current shippers, increasing per-shipper revenue + volume
• Troubleshooting client issues by coordinating with internal and external teams as necessary

Requirements

You’d be a great fit if some of the following describe you:

• You’re excited about the prospect of joining a young company and influencing the culture and account management practices from an early stage
• You have firsthand account management experience within eCommerce, Shipping/Logistics and/or B2B SaaS
• You have strong organizational skills with the ability to manage multiple accounts and prioritize tasks effectively
• You have dependable communication and interpersonal skills with a proven ability to build and maintain client relationships
• You’re extremely familiar with Excel/Google Sheets and can independently perform basic analyses on datasets 
• You’re technically savvy, quick to adapt and learn various softwares, tools, and platforms. 
• You have a love for problem solving and making sense of ambiguous situations
• You assume positive intent and are open to contributing meaningfully to team discussions. You give and receive thoughtful feedback well and often, and you’ll know your voice matters and your career is being supported 

Benefits

WHAT WE OFFER

• Medical, dental, and vision plans

• Chicago office
• Generous time off
• Paid paternity and maternity leave

To apply, send an email to [email protected] and include your resume, LinkedIn, or portfolio.

If you don’t think you meet all of the criteria but are interested in the role, we’d still like to hear from you. Nobody checks every box – we’re looking for candidates that are particularly strong in a few areas and have interest and capabilities in others.