Senior Customer Success Manager (Freight)

TL;DR

Senior Customer Success Manager (Freight): Managing end-to-end customer relationships and building the foundation of the success department for an AI-driven freight platform with an accent on enterprise account management and pilot implementation. Focus on designing scalable operating procedures, driving platform adoption, and serving as the technical liaison between customers and engineering.

Location: Onsite in Chicago

Company

A technology startup building intelligent voice agents to automate and modernize the freight and trucking industry.

What you will do

• 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 to ensure timelines are met and customers realize immediate value.
• Collaborate with Engineering to scope and deliver on customer integration requirements as the technical voice of the customer.
• Build the Customer Success foundation from 0-to-1 by designing playbooks, documentation, and engagement cadences.
• Drive ongoing customer education to ensure users maximize the utility of the voice agents and platform features.

Requirements

• Must have enterprise level freight tech experience.
• Professional experience in B2B customer success, account management, sales engineering, or implementation in an entrepreneurial setting.
• Strong builder mindset with experience in 0-1 projects and process definition.
• Technical aptitude for complex requirements gathering and system configurations.
• Ability to thrive in a fast-paced environment solving complex industry problems.

Culture & Benefits

• Top-tier cash and equity compensation (targeting above 75th percentile for SF startups).
• Comprehensive medical, dental, and vision benefits.
• Fully covered daily lunches and dinners.
• Growth-oriented environment with opportunities for rapid professional advancement.

Hiring process

• Introductory call to discuss goals and motivations.
• Team interview focusing on collaboration and customer success strategy.
• Case study or presentation to demonstrate problem-solving approach.
• Paid onsite work trial.