Sr Manager, Customer Success

Empowering the people that make global commerce happen. About CargoSprint CargoSprint is made up of a world-class team of highly motivated individuals who are passionate about transforming the cargo industry. We have developed cutting-edge digital solutions that streamline cargo operations, enhance efficiency, and improve the overall experience for everyone involved. Our workplace fosters innovation, collaboration, and the drive to solve industry challenges. CargoSprint is dedicated to delivering game-changing solutions that connect the cargo industry like never before, and we are looking for driven, enthusiastic people who share our vision of innovation and excellence. If you think we are a great mutual fit , we want hear from you! About You You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry. About the role CargoSprint is building a new Customer Success function—and we're looking for the leader to build it. As Senior Manager, Customer Success, you will own the post-sale customer lifecycle for CargoSprint's growing portfolio of logistics technology products: payments, appointments, and visibility. This is a greenfield role with executive backing and a clear mandate: ensure that every customer who signs with CargoSprint activates, adopts, and grows. What you'll do You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value—before issues arise, before churn sets in, and before Support has to intervene. You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business that spans major freight forwarders, regional drayage companies, and individual owner-operators. You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate on a weekly and monthly basis—and presenting those metrics clearly to executive leadership. Key Responsibilities Onboarding & Activation Design 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 engagement. Own 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 function. Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations, starting with CargoSprint's highest-volume use cases. Adoption & Health Monitoring Monitor product usage signals—login frequency, transaction volume, feature adoption—to identify customers who are disengaging before they churn or escalate to Support. Build 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 thresholds. Establish baseline health score definitions and the data instrumentation required to make them operational—one of the function's three founding priorities. Retention & Expansion Intervene 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 chase. Identify natural expansion opportunities and route them to Account Management with full context. Customer Success identifies the signal; AM closes the revenue. Drive Net Revenue Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend without requiring reactive intervention. Tiered Customer Engagement Model Manage 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 tail. Design and maintain automated onboarding flows and triggered email sequences for low-touch segments, reducing cost-to-serve without sacrificing activation quality. Metrics, Reporting & Business Reviews Define, 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 Revenue. Build 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 status. Identify 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 feedback. Knowledge & Voice of Customer Own the customer-facing knowledge center: how-to articles, FAQs, and product guides that reduce inbound Support volume and enable customers to help themselves. Provide structured Voice of Customer input to Product Management, translating recurring customer friction points and feature requests into actionable roadmap influence. Coordinate tightly with the VP of Customer Support & Operations to ensure that Support's reactive ticket data informs CS's proactive outreach priorities—and vice versa. Qualifications 5+ years in Customer Success, account management, or a post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company. Demonstrated ability to design and operate a structured CS playbook across onboarding, adoption, retention, and expansion—with measurable outcomes. Hands-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 them. Proven track record owning and presenting weekly and monthly business reviews to senior leadership, with the ability to translate lifecycle complexity into clear, actionable narrative. Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch—with appropriate playbooks and resource allocation for each segment. Ability to work across Product, Support, Sales, and Account Management to align the CS function with the broader customer experience and revenue agenda. Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent) and the analytical rigor to build dashboards and track customer health at scale. Preferred Qualifications Background in logistics, freight forwarding, payments, or port and terminal technology is a strong differentiator. Our customers—freight forwarders, truckers, and facility operators—operate in a complex, high-stakes environment, and pattern recognition matters. Experience standing up a Customer Success function from scratch, including defining the playbook, instrumentation, segmentation model, and metrics framework. Experience building and maintaining customer-facing knowledge centers (Confluence, Guru, Zendesk Guide, or equivalent) that serve both self-service and agent enablement goals. Familiarity with designing automated onboarding flows, triggered email sequences, and in-app engagement tools for low-touch customer segments. Exposure to Lean, Six Sigma, or similar operational frameworks for identifying and eliminating systematic causes of customer failure to activate or retain. Compensation and Benefits At CargoSprint, we are “Empowering the People that make Global Commerce Happen”—and we know that starts with our CargoSpinter’s. That’s why we offer competitive pay and benefits designed to fuel our team’s success: Health & Wellness: Medical, dental, and vision plans for you and your family Future-Ready: 401(k) with company match Work Life Balance: Generous flexible PTO program and paid holidays Grow With Us: Professional development opportunities #LI-Remote Does this role sound like the next step in your career? We’d love to hear from you! If you don’t meet all of the requirements exactly, we encourage you to use your cover letter to tell us about your unique experience—talent comes from many places, and skills are transferable. Our Commitment to an Extraordinary Work Environment At CargoSprint, we value diversity and inclusivity. We strive to create a welcoming and supportive community for employees from all backgrounds. Regardless of your gender, sexual orientation, physical ability, religion, ethnicity, race, or age, you will find a place where you can thrive and be your authentic self. Our CargoSprint Recruitment Team personally reviews every application.