# Senior Customer Success Manager

**Company:** [FleetWorks](https://hotfix.jobs/companies/fleetworks)
**Location:** Chicago, IL
**Role:** Customer Success
**Skills:** Customer Success, Account Management, Sales Engineering, Freight Tech, Requirements Gathering, Customer Integrations, Playbooks, Operating Procedures, Voice Agents, Platform Configurations
**Posted:** 2026-03-26

> Manages full customer lifecycle for freight tech platform, from pilot to renewal, including high-stakes implementations and engineering collaborations. Builds CS processes from scratch for enterprise broker accounts in entrepreneurial environment.

## Job Description

## 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.

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