Customer Success Manager

Customer Success Manager

Mamba Logistics is seeking a proactive, organized, and relationship-focused Customer Success Manager to support customers throughout their logistics experience. This role will serve as a primary point of contact for assigned customers, helping coordinate shipment activity, resolve service issues, provide timely updates, and strengthen long-term customer relationships.

The ideal candidate combines strong customer-service skills with an understanding of logistics, transportation, shipment coordination, and operational problem-solving.

Customer Relationship Management

• Serve as a primary point of contact for assigned customers.
• Build and maintain professional, long-term customer relationships.
• Understand customer requirements, service expectations, and recurring logistics needs.
• Conduct regular customer check-ins and follow-ups.
• Maintain accurate customer profiles, preferences, and communication records.
• Identify opportunities to improve the overall customer experience.

Shipment & Service Coordination

• Coordinate with logistics and operations teams to support customer shipments.
• Monitor active shipments and provide customers with timely status updates.
• Confirm pickup and delivery information when appropriate.
• Follow up on delayed, rescheduled, or exception shipments.
• Ensure customer-specific requirements are communicated to the appropriate operational teams.
• Help coordinate solutions when transportation issues arise.

Issue Resolution

• Receive and investigate customer concerns regarding shipments, deliveries, documentation, or service.
• Coordinate with carriers, drivers, operations personnel, and management to resolve issues.
• Maintain ownership of customer issues through resolution.
• Provide customers with clear updates regarding corrective actions and expected timelines.
• Document issues, resolutions, and follow-up requirements.
• Escalate complex operational, contractual, financial, or safety matters appropriately.

Customer Communication

• Respond to customer inquiries by phone, email, and approved communication platforms.
• Provide clear information regarding shipment status, scheduling, documentation, and service updates.
• Communicate delays and operational changes proactively.
• Maintain professional communication during time-sensitive or high-pressure situations.
• Coordinate internally before providing information requiring operational confirmation.

Account Support

• Maintain accurate customer account information within CRM and logistics systems.
• Review customer activity and identify recurring service concerns.
• Assist with customer onboarding and implementation of new accounts.
• Coordinate customer-specific procedures and documentation.
• Ensure account notes and service requirements remain current.

Customer Onboarding

• Assist new customers with the onboarding process.
• Collect required customer information and documentation.
• Coordinate with operations to establish customer-specific shipping procedures.
• Explain communication processes, shipment tracking, and support procedures.
• Monitor early customer activity and identify potential onboarding issues.

Performance Monitoring

• Track customer service metrics, shipment issues, response times, and recurring concerns.
• Prepare customer-performance reports and summaries.
• Monitor trends that may affect customer satisfaction or retention.
• Communicate recurring operational issues to management.
• Assist with developing recommendations for service improvements.

Retention & Account Growth

• Build strong relationships that encourage customer retention.
• Identify opportunities for additional services based on established customer needs.
• Coordinate with sales or management when a customer has potential expansion opportunities.
• Monitor customer satisfaction and proactively address concerns.
• Assist with customer renewal and retention initiatives.

Internal Coordination

• Work closely with logistics coordinators, dispatch personnel, operations managers, accounting, carriers, and other internal teams.
• Communicate customer priorities and service requirements clearly.
• Participate in operational and customer-review meetings.
• Follow up on internal action items affecting customer accounts.
• Help improve communication between customer-facing and operational teams.

Documentation & Reporting

• Maintain accurate CRM records and customer correspondence.
• Document customer issues, resolutions, meetings, and action items.
• Prepare weekly and monthly customer-service reports.
• Track open customer issues until completion.
• Assist management with customer-retention and service-performance reporting.

Qualifications

Required

• High school diploma or equivalent.
• 24 years of experience in customer success, account management, logistics, transportation, customer service, operations, or a related field.
• Excellent written and verbal communication skills.
• Strong relationship-building and problem-solving abilities.
• Excellent organization and follow-through.
• Ability to manage multiple customer accounts and priorities.
• Proficiency with CRM systems, email, spreadsheets, and standard business software.
• Ability to work independently in a remote or hybrid environment.
• Strong attention to detail.

Preferred

• Associate's or Bachelor's degree in Business Administration, Logistics, Supply Chain Management, Communications, or a related field.
• Previous experience with freight, trucking, third-party logistics, brokerage, distribution, or transportation services.
• Familiarity with transportation-management systems (TMS).
• Experience using CRM platforms.
• Experience managing business-to-business customer accounts.
• Previous remote customer-success experience.

Core Competencies

• Customer success
• Account management
• Customer retention
• Logistics coordination
• Shipment tracking
• Issue resolution
• Relationship management
• Customer onboarding
• CRM management
• Cross-functional communication
• Reporting
• Problem-solving
• Organization
• Follow-up

Benefits

• Remote / hybrid work flexibility
• Competitive compensation
• Paid time off and company holidays
• Medical, dental, and vision benefits where eligible
• Retirement savings options
• Paid onboarding and role-specific training
• Professional development opportunities
• Supportive logistics and operations environment
• Opportunities for career advancement

Important Role Scope

This position focuses on customer relationship management and service coordination. The Customer Success Manager does not independently approve contractual changes, pricing exceptions, legal matters, transportation compliance decisions, or safety determinations. These matters should be escalated to the appropriate manager or qualified professional.

Equal Opportunity Employer

Mamba Logistics is committed to maintaining a professional, inclusive, and respectful workplace. Employment decisions are based on qualifications, experience, performance, and business needs, consistent with applicable federal, state, and local employment laws. We encourage qualified candidates with backgrounds in customer success, account management, logistics, transportation, customer service, and operations to apply.