Customer Care Manager

Customer Care Manager Own the ongoing health, satisfaction, and retention of customer accounts after implementation — building trusted relationships and ensuring customers realize lasting value from the Navion platform. About Navion Navion helps logistics operators move from reactive, labor-heavy workflows toward more efficient, increasingly agentic operations. The Navion Logistics Platform removes friction across the order-to-cash workflow by connecting planning, ordering, execution, visibility, and billing into a more continuous operational flow. Our platform includes four connected components: KeepFill (Inventory Intelligence & Automated Replenishment), SPOT (Unstructured Order Intake Turned into Actionable Work), Portal (Real-Time Visibility Across Orders and Documents), and BackOffice (Order-to-Invoice Reconciliation and Billing Readiness). Navion works alongside existing TMS and document systems, helping carriers reduce manual work, improve workflow continuity, and scale without adding unnecessary complexity. Position Summary Navion is seeking a Customer Care Manager to own the ongoing health, satisfaction, and retention of customer accounts after implementation. This role assumes formal ownership of the customer relationship from the Technical Project Manager once deployment is complete and becomes the primary post-launch leader responsible for ensuring the customer realizes value from the Navion platform over the life of the contract. This is a high-trust, operationally critical role. Navion customers rely on the platform inside complex logistics environments where workflow continuity, responsiveness, and system reliability directly affect day-to-day execution. The Customer Care Manager must be able to build strong relationships across customer stakeholders, maintain confidence in high-pressure situations, drive issue resolution across internal teams, and ensure the customer continues moving from reactive operations toward a more stable, scalable, and efficient operating model. The right candidate combines customer leadership, operational judgment, strong communication skills, and enough technical fluency to coordinate effectively across product, engineering, support, and customer teams. This is an AI-native role. The Customer Care Manager we hire already runs AI across their book of business today — monitoring account health continuously, synthesizing signals before they surface as escalations, preparing for customer conversations at a depth manual effort cannot match, and building playbooks the whole CS team can build on. We are not hiring someone we will onboard into AI. We are hiring someone who will push our customer success practice forward and raise the team's floor. What You’ll Do Own the customer relationship after handoff from implementation and deployment, becoming the primary point of accountability for post-launch customer success. Lead structured customer transitions from the Technical Project Manager into steady-state account ownership, ensuring continuity in communication, priorities, risks, and success metrics. Build trusted relationships with customer stakeholders across operations, dispatch, billing, back office, and leadership teams. Ensure customers are achieving measurable value from the Navion platform and progressing toward stronger workflow continuity, reduced manual effort, and improved operational performance. Run regular customer operating cadences, including check-ins, business reviews, issue reviews, adoption planning, and strategic account conversations. Monitor account health across adoption, engagement, support trends, workflow performance, customer sentiment, renewal risk, and expansion potential. Proactively identify friction points, usage gaps, process breakdowns, or unresolved issues that may affect satisfaction, retention, or value realization. Coordinate internally with Product, Engineering, Support, and leadership to drive timely issue resolution and clear communication back to the customer. Advocate for the customer while maintaining strong internal discipline around prioritization, escalation, and expectation setting. Help customers navigate change inside complex operating environments, especially where dispatch teams, back office users, and leadership may have different priorities or levels of buy-in. Identify opportunities for account growth, deeper module adoption, or broader workflow expansion where appropriate. Maintain clean account documentation, customer status tracking, risk visibility, and success planning across the customer lifecycle. Operate an AI-augmented customer success motion. Build and share reusable workflows for account health monitoring, portfolio synthesis, conversation prep, issue triage, and QBR preparation — scaling yourself across more accounts, more signals, and deeper context than manual effort alone would allow. Who You Are You are calm, credible, and highly organized in customer-facing environments where the stakes are real and the workflows are operationally critical. You know how to build trust with customers after launch, especially when they are balancing competing priorities, internal skepticism, and the realities of changing live operational processes. You are comfortable leading through complexity, coordinating across teams, and creating clarity when issues arise. You understand that customer care in a SaaS business like Navion is not passive account maintenance. It is active ownership of customer outcomes, operational confidence, and long-term value creation. You can balance empathy with accountability, responsiveness with discipline, and relationship strength with business rigor. You are already an AI power user. You have real opinions about where AI creates leverage in customer work and where it undermines trust. You build custom workflows, automate the routine, and share what works because one CSM's breakthrough should become the whole team's baseline. If this description does not sound like you today, this is not the right role. Qualifications 5+ years of experience in customer success, customer care, account management, or post-sale customer leadership in SaaS, logistics technology, enterprise software, or other operationally complex environments. Experience managing long-term customer relationships in systems that are important to day-to-day business operations. Strong ability to lead customer conversations with both frontline operators and executive stakeholders. Demonstrated success managing account health, driving adoption, reducing churn risk, and supporting renewals. Experience coordinating cross-functional teams to resolve issues and advance customer priorities. Strong written and verbal communication skills with the ability to create confidence, clarity, and momentum. Strong organizational skills and attention to detail across multiple customer accounts and workstreams. Ability to identify patterns in customer feedback, workflow friction, and product usage that can inform internal improvements. Comfort working in fast-moving environments where customer needs, product capabilities, and internal priorities continue to evolve. Demonstrated, active use of AI in your current customer success work — concrete examples of workflows, automations, or reusable skills you have built and shared. Candidates without a real AI practice today will not be a fit. Strongly Preferred Experience in logistics, transportation, dispatch, supply chain, field operations, or back-office workflow environments. Experience supporting enterprise or mid-market B2B SaaS customers in implementation-to-renewal lifecycle models. Familiarity with TMS platforms, workflow systems, operational reporting, or document-dependent processes. Experience working with customers in environments where uptime, execution quality, and response speed materially affect revenue or service quality. Ability to interpret customer issues with enough technical and operational depth to partner effectively with engineering and product teams. Experience contributing to playbooks, customer lifecycle processes, account review structures, or customer health frameworks in a scaling SaaS organization. Why Join Navion Execution is becoming easier to generate. Reliable execution in real operational environments is not. Navion is building the platform that helps logistics operators reduce friction across planning, ordering, visibility, and billing so work can move forward with less manual effort, fewer breakdowns, and greater consistency. This is an opportunity to help define how customer relationships are built and sustained inside a company focused on real workflow transformation — and to ensure that the value Navion creates in the field translates into long-term customer confidence and growth. #J-18808-Ljbffr Navionlogistics