Terminal49 is looking for a Customer Success Manager (CSM) to own and grow key customer relationships while driving measurable outcomes across a portfolio of accounts. Customer Experience is central to how we win and retain customers. Logistics is fast-moving, complex, and full of exceptions, so our customers rely on us to help them stay ahead of issues and operate smoothly.

This is a hands-on role for someone who is highly organized, detail-oriented, and a strong project manager. You’ll serve as the primary point of contact for customers of all sizes, partner closely with Support, Product, and Engineering, drive adoption, expansion, retention, and help build and improve the processes that scale great customer outcomes.

What you will do

Own the post-sales customer lifecycle for a book of business: onboarding, EBRs, and renewals
Serve as the main point of contact for key accounts, lead EBRs, manage success plans, and build long-term customer trust and loyalty.
Drive retention and renewals by aligning on pricing and terms and leading contract negotiations
Identify upsell and cross-sell opportunities during EBRs and renewals, and guide customers to the right plan and features with a clear ROI story
Monitor customer health, adoption, and risk, and turn insights into clear, actionable plans
Partner with Support to manage escalations and customer communications
Build and improve playbooks and customer-facing docs (enablement, help center, case studies)
Be the voice of the customer and customer advocate: gather feedback, spot trends, and partner with Product on priorities
Become a trusted subject-matter expert on logistics and supply chain operations

Essential Experience

4+ years of Customer Success experience
You have deep experience owning each core responsibility listed above
You’ve independently managed 40-70+ B2B accounts
You’ve implemented and refined best practices that scaled amid exponential growth cycles
You have proven ability to take objectives, break them down into actionable plans, and manage your own timelines and progress
You’ve actively assisted new teammates in getting up to speed
Your past accounts and colleagues share glowing endorsements

Essential Mindset & Collaboration

Alignment with our core values: Terminal49 Values
Intrinsic motivation to be at the forefront of Customer Success
Desire to learn the ins and outs of global container logistics
You love interacting with users and helping them improve their business outcomes
You create alignment and collaborate with everyone on the team—whether they are in CS, Ops, Sales, Engineering, etc. You believe inspiration can come from anywhere
You have a “can do” attitude and are comfortable making decisions to unblock yourself or others
Strong written and verbal English skills to communicate with our international team

Bonus Attributes:

You’ve worked with early or growth stage startups
You've independently led a foundational CS initiative for a SaaS product

Previous experience in supply chain, trade, logistics, trucking, and/or transportation
BA / BS in supply chain, business administration, marketing, or other relevant programs strongly preferred

Work from anywhere; we run a distributed team
401K retirement plan
Top-tier health care plans
Flexible vacation policy

Terminal49, Inc

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Customer Success Manager