[Hiring] Senior Manager, Customer Success @CargoSprint

Role Description

You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.

CargoSprint is building a new Customer Success function—and we're looking for the leader to build it. As Senior Manager, Customer Success, you will own the post-sale customer lifecycle for CargoSprint's growing portfolio of logistics technology products: payments, appointments, and visibility. This is a greenfield role with executive backing and a clear mandate: ensure that every customer who signs with CargoSprint activates, adopts, and grows.

Key Responsibilities

• Onboarding & Activation
  • 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.
  • Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations.
• Adoption & Health Monitoring
  • 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.
  • Establish baseline health score definitions and the data instrumentation required to make them operational.
• Retention & Expansion
  • Intervene proactively when usage declines, a renewal approaches, or a new product feature is directly relevant to a customer's workflow.
  • Identify natural expansion opportunities and route them to Account Management with full context.
  • Drive Net Revenue Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend.
• Tiered Customer Engagement Model
  • Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch.
  • Allocate CS resources based on customer size and strategic value.
  • Design and maintain automated onboarding flows and triggered email sequences for low-touch segments.
• Metrics, Reporting & Business Reviews
  • 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.
  • Identify the top five reasons new customers fail to activate within 30 days.
• Knowledge & Voice of Customer
  • Own the customer-facing knowledge center: how-to articles, FAQs, and product guides.
  • Provide structured Voice of Customer input to Product Management.
  • Coordinate tightly with the VP of Customer Support & Operations.

Qualifications

• 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.
• Hands-on experience tracking and reporting CS KPIs including Time to Value, NRR, GRR, Customer Health Score, Churn Rate, and NPS.
• Proven track record owning and presenting weekly and monthly business reviews to senior leadership.
• Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch.
• Ability to work across Product, Support, Sales, and Account Management.
• Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent).

Preferred Qualifications

• Background in logistics, freight forwarding, payments, or port and terminal technology.
• Experience standing up a Customer Success function from scratch.
• Experience building and maintaining customer-facing knowledge centers.
• Familiarity with designing automated onboarding flows, triggered email sequences, and in-app engagement tools.
• Exposure to Lean, Six Sigma, or similar operational frameworks.

Benefits

• Health & Wellness: Medical, dental, and vision plans for you and your family.
• Future-Ready: 401(k) with company match.
• Work Life Balance: Generous flexible PTO program and paid holidays.
• Grow With Us: Professional development opportunities.

Our Commitment to an Extraordinary Work Environment

At CargoSprint, we value diversity and inclusivity. We strive to create a welcoming and supportive community for employees from all backgrounds.