Customer Success Manager

Customer Success ManagerNevoya is North America's leading next-generation electric trucking carrier, transforming logistics through AI-native operations and relentless customer focus. The company builds and uses proprietary technology to deliver zero-emissions carrier services to Fortune 500 shippers with superior economics and service to legacy diesel operators. The company has operations in California and Texas, and is backed by globally-renowned investors including Lowercarbon Capital.The Customer Success Manager owns the full lifecycle of every load from a client and systems perspective, serving as the primary point of contact for Nevoya with every client and broker. This is a revenue protecting, relationship deepening role. Getting paid correctly on every load, including all accessorials, is a core accountability, and expanding freight with existing clients is the growth mandate.You are the face of Nevoya to every client and broker you work with, responsible for deepening those relationships, ensuring carrier metrics are met, and resolving issues before they escalate. When something changes on a load, whether it's a delay, a driver callout, or an exception, you are the first voice the client hears.This role requires managing multiple client platforms at once, hitting tight response times throughout the shift, and staying calm and client first even when things go wrong. Success looks like clean closeouts, a strong accessorial track record, and clients who see you as their go to person at Nevoya.What You'll Do:Retrieve rate confirmations for all loads, especially contract lane freight, from email, customer platforms, or direct client contactStructure every load correctly in Apollo with accurate dates, times, and pickup and delivery locations so it is dispatch readyEnsure all loads for the coming week are built in Apollo as early as possibleOwn all required status updates and platform actions for contract lanes and other client platformsAudit platform statuses at the start and end of each shift, correcting and documenting any load status that was auto flipped or incorrectly completedMonitor the shared inbox and route items requiring another team member's responseRespond to all client communications within 15 minutes while on shiftWhen a driver calls out, contact the client immediately to notify them, provide an updated ETA, and explore whether another carrier could cover the load while an internal solution is workedNotify clients immediately of any delay with an updated ETA and clear explanation, and follow up until the load is delivered or resolvedOwn customer exception handling end to end, including escalation when metrics or data signal a problemConfirm all loads from each shift are fully closed in Apollo and the client platform before going off shift, with complete departure and arrival times and all billing charges enteredIdentify all potential accessorial charges, including detention, TONU, and dry run, and obtain client approval within the required window, typically 24 to 48 hours after the load eventTrack on time performance and customer facing service metricsMaintain a daily communication cadence with clients and share feedback and trends with the commercial and operations teamsWhat You'll Bring To The Table:2 or more years in freight operations, dispatch, track and trace, or logistics customer success on the carrier or brokerage sideWorking knowledge of TMS platforms and broker or client portals such as Navisphere, RXO, or TQLDemonstrated ability to manage high volume, multi channel client communication under time sensitive SLAsStrong documentation discipline with accurate load data, times, and accessorial recordsA customer experience mindset focused on creating not just a positive experience, but a memorable oneDesired Experience:Experience with contract lane freight and accessorial billing, including detention, TONU, and dry runFamiliarity with drop trailer and dedicated lane operationsA track record of speed of execution and ownershipAt Nevoya, we believe diverse teams build better solutions. We are proud to be an equal opportunity employer and are committed to creating an inclusive and welcoming environment for all employees. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.If you're excited about our mission but your experience doesn't align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be the right candidate for this or another role.If you have any other questions please email our Recruiting Team directly @ View email address on apply.j-vers.com