Customer Success Manager (CSM)

About the job

About the Role: We are a fast-growing SaaS-based logistics technology startup focused on simplifying supply chain and transportation operations through data-driven, scalable solutions. Our platform empowers enterprises to improve visibility, efficiency, and cost control across their logistics ecosystem . We are looking for a highly driven and strategic Customer Success Manager (CSM) to lead relationships with our large enterprise logistics clients . In this role, you will ensure successful adoption of our SaaS platform, deliver measurable business value, and drive retention and growth. You’ll work closely with C-level stakeholders, supply chain leaders, and operations teams to ensure our solutions optimize their logistics operations. Key responsibilities: • Own end-to-end customer lifecycle from onboarding to renewal • Drive successful onboarding and implementation for new enterprise and mid-market customers • Act as the primary point of contact for key accounts, ensuring timely issue resolution • Monitor customer health metrics, usage patterns, and proactively mitigate churn risks • Conduct regular customer reviews (QBRs), success check-ins, and value realization discussions • Gather customer feedback and collaborate with Product & Tech teams for enhancements • Manage escalations and ensure SLA adherence in coordination with support teams • Upsell and cross-sell relevant modules/features in partnership with Sales • Build and maintain strong relationships with customer stakeholders (Ops, SCM, Finance, IT) • Track KPIs such as NPS, CSAT, churn, adoption, and expansion revenue Preferred qualifications: • Bachelor’s degree in Engineering, Business, Operations, or related field • 3–5 years of experience in Customer Success, Account Management, or Client Servicing • Prior experience working with B2B SaaS customers (logistics/ERP/TMS/WMS is a plus) • Hands-on experience with CRM tools (Salesforce, HubSpot, Zoho, etc.) • Willingness to travel occasionally for customer meetings

Requirements

• Customer Success
• Account Management
• Client Servicing
• B2B SaaS
• CRM Tools

Qualifications

• Bachelor’s degree in Engineering, Business, Operations, or related field

Preferred Technologies

• Customer Success
• Account Management
• Client Servicing
• B2B SaaS
• CRM Tools

About the company

Freight Tiger is a fast-growing SaaS-based logistics technology startup focused on simplifying supply chain and transportation operations through data-driven, scalable solutions. Their platform empowers enterprises to improve visibility, efficiency, and cost control across their logistics ecosystem.