Customer Success Manager

As a Customer Success Manager, you own a set of customer accounts from go-live onward. You join each launch once user acceptance is signed off, and from then on you are the customer's main point of contact and the person internally who knows where each account stands. You keep live agents healthy, make sure customers get measurable value from them, and find the next workflow worth automating. You work alongside our Forward Deployed Product Managers, who build the agents and launch them with you. The role As a Customer Success Manager, you own a set of customer accounts from go-live onward. You join each launch once user acceptance is signed off, and from then on you are the customer's main point of contact and the person internally who knows where each account stands. You keep live agents healthy, make sure customers get measurable value from them, and find the next workflow worth automating. You work alongside our Forward Deployed Product Managers, who build the agents and launch them with you. What you'll do Join each go-live once user acceptance is signed off: run launch-day support with the Forward Deployed Product Manager, train end users and take over as the customer's lead contact Own the day-to-day customer relationship after go-live, from operators to executive sponsors Keep live agents healthy: monitor performance, triage issues and elevate defects with clear reproduction steps Run regular business reviews that show the value each agent delivers Report on your accounts' health, usage and risks internally Find opportunities to grow accounts and bring new workflows to the Forward Deployed Product Manager for scoping Manage renewals and turn happy customers into references What we're looking for You’re confident and credible in front of customers. Experience in customer success or account management at a B2B software company, or in operations at a carrier, broker or 3PL. A track record of managing a book of accounts and keeping them healthy. Experience building or deploying AI or automation products. A point of view on AI: where it works today, where it falls short, and how to set customer expectations accordingly. Technical fluency: you can understand an error, test a credential, work through a spreadsheet of records and explain a problem to the customer Clear, steady written communication, especially when the news is a delay or a bug. Commercial instinct: you spot where a customer would get more value and make the case for it. The habit of checking the output yourself rather than assuming it is right. Nice to have Knowledge of trucking and logistics operations: dispatch, load tendering, appointment scheduling, driver qualification files, ELD and HOS compliance, PODs or freight billing. Hands-on experience with McLeod, Oracle OTM, Samsara, Tenstreet or similar systems. Experience completing customer security reviews or vendor risk questionnaires. How we'll measure success Smooth launches: end users trained and adopting the agent in the first 30 days after go-live. Live accounts in green health. Gross and net revenue retention. Additional agents deployed in your existing accounts. Time to resolve issues on live agents. Customers willing to serve as references. #J-18808-Ljbffr