Senior Customer Success Manager

Responsibilities

• Manage the full customer lifecycle, acting as the primary owner from pilot kickoff through implementation, adoption, and renewal.
• Program manage high-stakes pilots and implementations, ensuring timelines are met and customers realize immediate value from our platform.
• Work closely with Engineering to scope and deliver on individual customer integration requirements, acting as the technical voice of the customer.
• Build the CS foundation (0-to-1) by creating documentation, establishing operating procedures, and designing the engagement cadences we need to scale.
• Drive ongoing customer education, ensuring users understand the full power of our voice agents and platform features.

Requirements

• Professional experience in B2B customer success, account management, sales engineering or implementation, in an entrepreneurial environment.
• Enterprise level freight tech experience, managing large, multithreaded broker accounts and smaller firms.
• A "builder" mindset: excited to be the second member of the team and work on 0-1 projects like building playbooks and defining processes.
• Technical aptitude: comfortable working hands on with complex requirements gathering and configurations and collaborating with engineers.

Compensation & Benefits

• Top tier cash and equity compensation—aim to be above 75th %ile for companies in San Francisco who have raised a similar amount of cash.
• Competitive medical, dental, and vision benefits.
• Fully covered lunches and dinners.