Customer Success Manager

Customer Success ManagerWe'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 coordination—especially 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 ResponsibilitiesClient Launch & OnboardingLead onboarding for new clients, owning project coordination and tracking deliverablesManage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teamsEnsure timely execution of onboarding tasks and client communicationsCustomer Support SystemsMonitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-FDrive ongoing improvements to ticket workflows and support escalation processesDocument recurring issues, resolutions, and product gapsDocumentation & Knowledge ManagementMaintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessibleInput and categorize client requests, feedback, and feature ideas into internal systemsCollaborate with internal stakeholders to ensure documentation is aligned with product updates and support needsCustomer Success & RetentionConduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clientsGather client feedback and operational insights to inform renewal conversations with SalesIdentify expansion opportunities through observation of client needs and product engagementFeature Rollouts & Product EnablementWork with the Product & Engineering team to gather information on upcoming features/modulesSupport the rollout of new product features through demos, training materials, and documentation updatesShape internal/external-facing product documentation in partnership with Product and Marketing teamsServe as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact)QualificationsRequired Qualifications2-4+ years of direct experience in SaaS operations, client onboarding, or customer successProven experience managing client launches or onboarding, especially in partnership with AE/AMsFamiliarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools)Experience in Logistics and Supply Chain, preferably with 3PL exposureAbility to travel up to 15%Demonstrated experience with Google Sheets or ExcelStrong project management skills with ability to coordinate across multiple teams and prioritiesDirect 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 contentSelf-starter with excellent organizational and communication skills, who is deeply curiousStrong problem-solving skills and a service-oriented mindsetDemonstrable experience using AI to increase bandwidth, unblock work streams, or create new processesNice to Have:Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similarFamiliarity with logistics workflows or client configuration processesPrior work in a startup or high-growth environmentThe salary range for this role is $120,000 - $145,000. All employees receive company equity as part of their compensation package.