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Brief Summary of the Job:

The Customer Success Manager (CSM) is responsible for maximizing client retention, satisfaction, and value realization from our TMS platform. This role leads client onboarding, success strategy, and system training, while also serving as a key liaison between customers and internal teams. The CSM ensures clients are fully enabled and aligned with our product’s capabilities, guiding them toward optimal system use, adoption milestones, and continuous process improvement.

Responsibilities:

• Customer Lifecycle Ownership:
  Lead the entire customer success lifecycle—from onboarding and training through adoption, optimization, and renewal.
  Key Points: Customize onboarding plans; define key milestones and KPIs for each client.
• Platform Adoption and Training Strategy:
  Deliver hands-on training aligned with the TMS Training Plan, ensuring users can confidently navigate the system and understand core workflows (dispatch, billing, customer management, etc.).
  Key Points: Leverage role-based training materials; identify gaps in knowledge and address them with tailored support.
• Health Monitoring and Retention Risk Mitigation:
  Develop proactive engagement strategies using platform analytics and customer behavior to detect usage gaps or dissatisfaction trends.
  Key Points: Recommend interventions or re-training when adoption metrics decline.
• Customer Advocacy and Collaboration:
  Serve as the customer’s advocate internally—gathering feedback, sharing insights with Product and Support teams, and influencing the roadmap.
  Key Points: Use structured feedback loops and post-training surveys.
• Account Expansion and Upselling:
  Identify upsell/cross-sell opportunities based on feature use, business goals, and strategic alignment.
  Key Points: Align upsell recommendations with demonstrated client needs.
• Process Optimization Support:
  Partner with clients to streamline business processes through better system configuration, automation features, and custom workflows.
  Key Points: Document and present suggestions using business analysis techniques.
• Internal Knowledge Sharing and Team Enablement:
  Contribute to internal knowledge bases, update playbooks, and mentor Customer Success Representatives based on client trends and recurring issues.
  Key Points: Coordinate with Technical Systems and Support teams on resolution patterns.

Qualifications:

• Education: Bachelor’s degree preferred; equivalent experience in SaaS or transportation industry accepted
• Experience: 3+ years in Customer Success, Account Management, or similar client-facing roles (TMS or logistics/SaaS preferred)
• Knowledge: Strong understanding of transportation workflows, CRM tools, customer engagement strategies, and system training best practices