Customer Success Manager (Logistics)

ABOUT THE GO-TO-MARKET TEAMThe Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and MarketingWe are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal.ABOUT THE JOBThe primary focus of the Customer Success Manager role is to provide world-class customer experience for our install base. As a CSM, you will own a book of business and be in charge of driving adoption, value, and long term customer satisfaction within your customer base. You will act as the primary point of contact for your customers, understand each customer’s unique needs, and ensure they succeed.WHAT YOU’LL DOLSP Account Management: Manage customer book of around $3 million ARR within the logistics service provider (LSP) verticalImplementation and activation: Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.Training and enablement: Develop and execute customer success playbooks and resources to drive customer adoption.QBRs and strategic alignment: Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.Expansion and renewal: Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. Ensure a high level of revenue retention and expansion. Partner closely with Sales for largest upsell opportunities.Quarterly travel for industry conferences, QBRs, and onsite customer meetingsUser support: collaborate with Support and Engineering teams on user issuesCustomer and user advocacy: Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teamsQUALIFICATIONSRoll-up-your-sleeves attitude—you thrive in ambiguity and can execute as well as strategize.5+ years experience in account management or customer successExperience in managing customer success programs, customer retention, and upselling strategies.Excellent written communication and documentation skillsStrong track record of building customized reports and presentations to unlock customer insightStrong problem-solving abilitiesB2B SaaS experience preferredTransportation or logistics experience requiredBENEFITSHealthcareEmployer-covered comprehensive medical, dental, and vision plans for employee and dependentsEmployer contribution towards premiums of optional higher-end plansTime OffUnlimited PTOSick leaveCompany holidays (GenLogs observes all federal US Government holidays)Flexible leave for caregiving and medical needsFamily SupportPaid parental leaveProfessional DevelopmentBudget availability for approved professional development courses, certifications, and trainingTravel Support100% travel reimbursement for all approved company travel and spendingRetirement Savings401(k) plan

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