Customer Success Manager (3PL)

Location: Remote in the United States or Canada

Company

hirify.global is a 3PL provider helping merchants manage direct supply chains through fulfillment and logistics services.

What you will do

• Own a portfolio of merchants through post-launch adoption, value realization, expansion, and renewal.
• Create success plans, drive platform feature adoption, and help merchants reach operational go-live and early stability.
• Define account KPIs covering speed, cost, delivery experience, volume trends, and exception rates.
• Lead monthly and quarterly business reviews, demonstrate value, and align priorities for upcoming quarters.
• Identify and scope value-added services such as order protection and inventory financing, building ROI-based business cases.
• Forecast churn risk, manage complex escalations, and coordinate corrective actions with Operations, Product, and Engineering.

Requirements

• Fluent English with exceptional written and spoken communication for executive audiences.
• At least 3 years of experience in Customer Success, Account Management, or a related client-facing role with ownership of renewals and growth.
• Strong knowledge of fulfillment, shipping, or e-commerce operations; 3PL experience is strongly preferred.
• Ability to interpret operational data, identify trends, and turn insights into action plans.
• Experience with services-led discovery, value articulation, and upselling.

Culture & Benefits

• Remote work from the United States or Canada.
• Merchant-first approach with strong ownership and collaborative team orientation.
• Emphasis on precise judgment, scalable systems, and repeatable playbooks instead of one-off solutions.
• Opportunity to influence the product roadmap through structured merchant feedback.