Customer Success Manager

Customer Success Manager We're looking for a Customer Success Manager to own critical post-sales work across client onboarding, support, documentation, and success initiatives. This role is ideal for someone with experience in SaaS client launches, customer success operations, and cross-functional project coordinationespecially within logistics or supply chain software (WMS, TMS, etc.). You'll play a pivotal role in ongoing client engagement and feature adoption, working through a combination of documentation, support process optimization, and partnership with product and customer-facing teams. This role is hybrid in Seattle, WA. Key Responsibilities Client Launch & Onboarding Lead onboarding for new clients, owning project coordination and tracking deliverables Manage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teams Ensure timely execution of onboarding tasks and client communications Customer Support Systems Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-F Drive ongoing improvements to ticket workflows and support escalation processes Document recurring issues, resolutions, and product gaps Documentation & Knowledge Management Maintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessible Input and categorize client requests, feedback, and feature ideas into internal systems Collaborate with internal stakeholders to ensure documentation is aligned with product updates and support needs Customer Success & Retention Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients Gather client feedback and operational insights to inform renewal conversations with Sales Identify expansion opportunities through observation of client needs and product engagement Feature Rollouts & Product Enablement Work with the Product & Engineering team to gather information on upcoming features/modules Support the rollout of new product features through demos, training materials, and documentation updates Shape internal/external-facing product documentation in partnership with Product and Marketing teams Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact) Qualifications Required Qualifications 2-4+ years of direct experience in SaaS operations, client onboarding, or customer success Proven experience managing client launches or onboarding, especially in partnership with AE/AMs Familiarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools) Experience in Logistics and Supply Chain, preferably with 3PL exposure Ability to travel up to 15% Demonstrated experience with Google Sheets or Excel Strong project management skills with ability to coordinate across multiple teams and priorities Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat) Ability to write clear, concise system documentation and instructional content Self-starter with excellent organizational and communication skills, who is deeply curious Strong problem-solving skills and a service-oriented mindset Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes Nice to Have: Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similar Familiarity with logistics workflows or client configuration processes Prior work in a startup or high-growth environment The salary range for this role is $120,000 - $145,000. All employees receive company equity as part of their compensation package.