Senior Manager, Customer Success

CargoSprint

Senior Manager, Customer Success at CargoSprint managing post-sale customer lifecycle for logistics tech. Responsible for onboarding, retention, and expansion signals across major freight and commercial accounts.

Posted 6/10/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value.
You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business.
You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate.
Design and own a defined onboarding journey for new customers.
Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations.
Monitor product usage signals 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.
Intervene proactively when usage declines or a renewal approaches.
Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch.
Define, instrument, and own core CS metrics and build Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).

Requirements

What you’ll need

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.
Proven track record owning and presenting weekly and monthly business reviews to senior leadership.
Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch.
Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent).

Benefits

Comp & perks

Medical, dental, and vision plans for you and your family
401(k) with company match
Generous flexible PTO program and paid holidays
Professional development opportunities

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer Successaccount managementonboardingadoptionretentionexpansionCS KPIsTime to ValueCustomer Health ScoreChurn Rate

Soft Skills

data disciplineproactive interventionpresentation skillsorganizational skillsanalytical skills