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Freightos

Customer Success Specialist

Freightos

Customer Success Specialist at Freightos ensuring user adoption and platform value realization for APAC accounts. Managing customer lifecycle and client escalations to improve service delivery.

Posted 7/17/2026full-timeRemote • 🇨🇳 ChinaJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in Customer Success and Account Management, focusing on post-go-live customer lifecycle, user adoption, and retention strategies. Proficient in cross-functional collaboration and effective communication to enhance customer experience and drive platform value.

Highest-signal resume keywords
Customer Success ManagementB2B SaaS ExperiencePost-Go-Live Lifecycle ManagementStakeholder ManagementDocumentation and Process Mindset

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Customer ExperienceAccount ManagementSolution ConsultingImplementationChurn Risk IdentificationAdoption Gap AnalysisTraining and EnablementUser DocumentationTechnical Issue ResolutionCross-Functional Coordination
Soft Skills
Strong CommunicationProblem SolvingStakeholder ManagementAdaptabilityCollaboration
Industry Keywords
Logistics TechnologyFreight ForwardingMarketplacesSupply Chain SolutionsEnterprise CustomersMid-Market CustomersStrategic CustomersCustomer Health MonitoringUser Adoption StrategiesMulti-Time Zone Coordination

About the role

Key responsibilities & impact
  • Drive Platform Adoption & Account Health.
  • Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value.
  • Proactively monitor account health to identify low-usage trends, friction points, and churn risks early.
  • Identify expansion opportunities by helping customers scale usage across new workflows and internal teams.
  • Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals.
  • Deliver Enablement & Training.
  • Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients.
  • Ensure a smooth transition for customers moving from initial onboarding into long-term customer success.
  • Support scalable education by contributing to user documentation, training guides, and self-service content.
  • Client Escalations Management.
  • Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues.
  • Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths.
  • Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations.
  • Enable Commercial Teams & Feedback Loops.
  • Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities.
  • Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership.
  • Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

Requirements

What you’ll need
  • 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role.
  • Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions.
  • Experience managing enterprise, mid-market, or strategic customers.
  • Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization.
  • Ability to identify churn risks, adoption gaps, and customer experience issues early.
  • Strong communication, stakeholder management, and problem solving skills.
  • Ability to work cross-functionally with Sales, Account Management, Product and Operations.
  • Comfortable creating structure in a fast moving environment where ownership is not always clearly defined.
  • Strong documentation and process mindset.
  • Strong verbal and written English communication skills.
  • Relevant regional language skills (Chinese, Korean, for example) are a strong plus.
  • Experience working with customers across multiple time zones.

Benefits

Comp & perks
  • Statutory benefits in accordance with local regulations.