[Remote] Sr Manager, Customer Success

Note: The job is a remote job and is open to candidates in USA. CargoSprint is a company dedicated to transforming the cargo industry through innovative digital solutions. As a Senior Manager of Customer Success, you will lead the development of a new function, ensuring customers activate, adopt, and grow with CargoSprint's logistics technology products.ResponsibilitiesDesign and own a defined onboarding journey for new customers, including how-to resources, training sessions, and milestone check-ins within the first 30 to 60 days of engagementOwn Time to Value (TTV)—the speed at which a new customer completes their first successful transaction on the CargoSprint platform. This is the primary activation metric for the functionBuild and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations, starting with CargoSprint's highest-volume use casesMonitor product usage signals—login frequency, transaction volume, feature adoption—to identify customers who are disengaging before they churn or escalate to SupportBuild and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs. Trigger proactive outreach when scores fall below defined thresholdsEstablish baseline health score definitions and the data instrumentation required to make them operational—one of the function's three founding prioritiesIntervene proactively when usage declines, a renewal approaches, or a new product feature is directly relevant to a customer's workflow—before Account Management has to chaseIdentify natural expansion opportunities and route them to Account Management with full context. Customer Success identifies the signal; AM closes the revenueDrive Net Revenue Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend without requiring reactive interventionManage a segmented book of business across three engagement tiers: High-Touch (named CSM coverage for enterprise accounts), Mid-Touch (pooled team with structured onboarding for commercial accounts), and Low-Touch (automated flows and self-serve for SMB and long-tail payees)Allocate CS resources based on customer size and strategic value, ensuring the highest-value accounts receive proportional attention without under-serving the long tailDesign and maintain automated onboarding flows and triggered email sequences for low-touch segments, reducing cost-to-serve without sacrificing activation qualityDefine, instrument, and own the core CS metrics: Time to Value, Net Revenue Retention, Gross Revenue Retention, Customer Health Score, Churn Rate, Product Adoption Rate, NPS, and Expansion RevenueBuild and present Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) to executive leadership with clear narrative analysis of lifecycle trends, at-risk accounts, and initiative statusIdentify the top five reasons new customers fail to activate within 30 days—a founding workstream for the function—and translate findings into playbook improvements and Product feedbackOwn the customer-facing knowledge center: how-to articles, FAQs, and product guides that reduce inbound Support volume and enable customers to help themselvesProvide structured Voice of Customer input to Product Management, translating recurring customer friction points and feature requests into actionable roadmap influenceCoordinate tightly with the VP of Customer Support & Operations to ensure that Support's reactive ticket data informs CS's proactive outreach priorities—and vice versaSkills5+ years in Customer Success, account management, or a post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform companyDemonstrated ability to design and operate a structured CS playbook across onboarding, adoption, retention, and expansion—with measurable outcomesHands-on experience tracking and reporting CS KPIs including Time to Value, NRR, GRR, Customer Health Score, Churn Rate, and NPS. You know what these metrics mean and how to move themProven track record owning and presenting weekly and monthly business reviews to senior leadership, with the ability to translate lifecycle complexity into clear, actionable narrativeExperience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch—with appropriate playbooks and resource allocation for each segmentAbility to work across Product, Support, Sales, and Account Management to align the CS function with the broader customer experience and revenue agendaComfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent) and the analytical rigor to build dashboards and track customer health at scaleBackground in logistics, freight forwarding, payments, or port and terminal technology is a strong differentiatorExperience standing up a Customer Success function from scratch, including defining the playbook, instrumentation, segmentation model, and metrics frameworkExperience building and maintaining customer-facing knowledge centers (Confluence, Guru, Zendesk Guide, or equivalent) that serve both self-service and agent enablement goalsFamiliarity with designing automated onboarding flows, triggered email sequences, and in-app engagement tools for low-touch customer segmentsExposure to Lean, Six Sigma, or similar operational frameworks for identifying and eliminating systematic causes of customer failure to activate or retainBenefitsMedical, dental, and vision plans for you and your family401(k) with company matchGenerous flexible PTO program and paid holidaysProfessional development opportunitiesCompany OverviewCargoSprint focused in enhancing human experience in the cargo industry, through digital solutions. It was founded in 2012, and is headquartered in Peachtree City, Georgia, USA, with a workforce of 201-500 employees. Its website is https://cargosprint.com/.