Customer Success Manager

We're trying to fill a client's need:

They are an early-stage, venture-backed startup building the infrastructure for an autonomous supply chain. Their AI logistics coordinator works on behalf of shippers — embedded inside their operations, managing carrier relationships, communicating with stakeholders, and executing freight across ERPs, email, platforms, and carrier networks. The AI runs largely on its own. We need the right person to manage the human side of that equation.

The Role

As our AI Operations Manager, you're the bridge between our AI platform and the customers who rely on it. You ensure clients understand what the AI is doing, trust the outcomes, and see real, measurable value. When the rare situation calls for human judgment, you step in. And you make sure the patterns you observe flow back to the teams building and improving the product.

What You'll Own

• Client relationships from go-live through renewal — you're the senior point of contact
• Making AI-driven operations transparent to customers through regular business reviews, clear performance reporting, and candid conversations when issues arise
• Partnering with Sales during the deal cycle so handoffs are seamless
• Collaborating with Product and Engineering during onboarding to ensure the AI is properly configured for each customer
• Handling escalations, edge cases, and sensitive stakeholder conversations
• Driving the feedback loop between customers, operations, and engineering to continuously improve the platform
• Owning retention and expansion across your book of business

What We're Looking For

• 5+ years in LTL and FTL logistics — brokerage, 3PL, shipper-side, or receiver experience
• Strong command of the freight lifecycle: pickup, in-transit, delivery, exceptions, and claims
• You've operated in fast-paced environments where things break and you fix them
• Equally comfortable speaking with dispatchers and C-suite executives
• High ownership, comfort with ambiguity, and direct communication style
• Excited to work alongside AI, not around it
• Startup or high-growth experience preferred

What Success Looks Like

• The AI's autonomy level increases across your accounts quarter over quarter
• Customers view the platform as part of their team, not just another vendor
• Clients enter every business review confident in the partnership
• Renewals and expansions happen because customers can't imagine going back
• Sales trusts you in the room pre-close; Product trusts your feedback post-launch

Pertaining to: Freight Brokerage, Freight Services, Freight Coordination, Cargo Delivery, Transport Logistics, Logistics Management, Transportation Services, Brokerage for Transportation, Trucking Industry, Trucking Brokerage Services, Full Truckload Brokerage, Supply Chain Management, Supply Chain Solutions, Third-Party Logistics (3PL), External Logistics, Shipping Services, Non-Asset-Based Logistics, Independent Freight Brokerage, Over-the-Road (OTR) Transport, Tanker Freight, Bulk Freight, Heavy Hauling, Hopper Freight, Specialized Freight, Oversized Loads, Special Permit Hauling, Liquid Bulk Transport, Dry Bulk Transport, Business Development Strategies, Networking Outreach, Cold Outreach, Revenue Expansion, Rate Negotiation, Customer Relations, Request for Proposal (RFP), Request for Quote (RFQ), Growth Strategies, Enterprise Solutions, Customer Relationship Management (CRM), Prospecting, Client Acquisition, Relationship Management, Self-Sufficient Contributor, Collaborative Team Member, Independent Worker, and Individual Performer.