Customer Success Manager

Job description

Job responsibilities

• Launch and Hypercare Own the go-live window: escalation triage, exception review, and daily configuration tuning alongside Remote Operations and Engineering.
• Run the hypercare cadence with the customer. Daily during week one, tapering to weekly and holding the line on exit criteria. Sites do not graduate to steady state because the calendar says so.
• Steady State Own the ongoing customer relationship: business reviews, escalation path, SLA performance, and renewal.
• Monitor auto-open rate, escalation volume, and exception patterns per account. Diagnose whether a degrading metric is a configuration problem, a customer process change, a technology issue, or a training gap, and route…
• Translate recurring customer friction into product requirements as the operational voice into the OGA roadmap.
• Expansion Identify and qualify expansion opportunities within the installed base. You have the operational visibility and the relationship; Sales owns the close.
• Flag where the new site diverges from the existing one before Onboarding starts.
• Stay informed during Golden Scale discovery and countersign the handoff packet, same as a first launch. The account returns to you at go-live.

Job requirements

• 5+ years in customer success, implementation, technical account management, or operations leadership — in a role where you owned an outcome, not just a relationship.
• Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services; able to walk a yard and understand what you are looking at, and to hold a credible conversation with both a…
• Demonstrated ability to run structured discovery and produce written artifacts that survive contact with engineering, requirements, decision specs, and exception matrices.
• Comfort saying no to a customer, and to internal stakeholders, when a request would compromise the configuration or the launch. This role exists partly to be a gate.
• Working fluency with operational data; able to read a dashboard, spot a trend, and form a hypothesis without waiting for an analyst.
• Willingness to travel 30–40%, including to sites that are gravel lots in industrial parks.
• Experience launching hardware-plus-software or IoT products into physical operating environments, where a bug means a truck is blocked rather than a page fails to load.
• SQL or BI tooling familiarity (Snowflake, Metabase, or equivalent).