Customer Success Manager - Implementations (Logistics/Supply Chain)

The Customer Success Manager is responsible for ensuring the long-term success, stability, and optimization of client solutions following go-live within our 3PL network. This role focuses on post-implementation support, SLA adherence, KPI performance, and continuous improvement, acting as the primary liaison between customers and internal teams to drive operational excellence and customer satisfaction. Essential Functions Serve as the primary point of contact for clients post-go-live, ensuring a seamless transition from implementation into steady-state operations. Own ongoing client relationships, providing proactive communication, issue resolution, and continuous support. Monitor and manage service level agreements (SLAs) and key performance indicators (KPIs) to ensure contractual and operational expectations are consistently met or exceeded. Analyze operational performance data, identify trends, and drive continuous improvement initiatives across warehouse, transportation, and system workflows. Partner with Operations, IT, Customer Service, and Engineering teams to troubleshoot issues, resolve escalations, and implement long-term solutions. Act as an escalation point for post-implementation challenges, ensuring timely resolution and minimal disruption to client operations. Facilitate regular business reviews (QBRs/MBRs) with customers, presenting performance metrics, insights, and recommendations. Identify opportunities for process optimization, system enhancements, and cost efficiencies within client accounts. Ensure ongoing system integrations (WMS, TMS, EDI) remain stable, scalable, and aligned with client needs. Maintain documentation of workflows, support processes, and best practices to standardize post-implementation support. Collaborate with implementation teams to capture lessons learned and improve handoff processes from onboarding to support. Required Education and Experience 5+ years of experience in post-implementation support, client success, account management, or operations within a 3PL/logistics environment. Strong understanding of WMS, TMS, EDI, and logistics technology ecosystems. Proven experience managing SLAs, KPIs, and customer performance metrics in a client-facing role. Demonstrated ability to troubleshoot operational and system-related issues in a fast-paced environment. Strong stakeholder management and communication skills, with the ability to engage both technical and business audiences. #J-18808-Ljbffr Stability Technology