Customer Success Manager

KLN Freight Oceania Pty Ltd; Sydney; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Career development

Technology tools

Flexible working

Work-life balance

Job summary

KLN Freight Oceania Pty Ltd in Essendon Fields, Victoria is seeking a Customer Success Manager to build and maintain strong client relationships, driving satisfaction, retention and growth across freight and logistics services.

You will act as the primary contact for allocated accounts, shaping success strategies, conducting business reviews, monitoring health metrics and collaborating with operations, sales and finance to ensure seamless service delivery and identify opportunities for expansion.

Qualifications

• Experience in customer success or account management within freight/logistics.
• Strong ABM and multi-account management capabilities.
• Excellent communication and relationship-building skills.
• Experience using data analytics to inform decisions.
• CRM proficiency and data-driven decision making.
• Strong organizational and time management abilities.
• Problem-solving and proactive issue resolution.
• Ability to collaborate across departments without direct authority.
• Knowledge of freight/logistics is highly desirable.
• Tertiary qualification in business/commerce/management or related field

Responsibilities

• Manage and nurture a portfolio of assigned customer accounts as the primary relationship manager.
• Develop and implement customer success strategies aligned to client needs.
• Conduct regular business reviews to assess service satisfaction and future requirements.
• Monitor customer health metrics and KPIs to identify at-risk accounts.
• Collaborate with operations, sales and finance to ensure seamless service delivery.
• Identify upselling and cross-selling opportunities within existing accounts.
• Gather customer feedback to inform product development and service improvements.
• Maintain accurate customer records in the CRM system.
• Prepare and present performance reports to senior management.
• Support onboarding for new customers to enable early value realization.

Skills

Customer success

Account management

Relationship management

CRM systems

Data analytics

Communication skills

Time management

Proactive problem-solving

Education

Tertiary qualification in business, commerce, management or related field

Job description

KLN Freight Oceania Pty Ltd – Caringbah NSW

Our core business encompasses integrated logistics, international freight forwarding and supply chain solutions. With global head offices in Hong Kong, we employ a far-reaching global network that stretches across six continents, and includes the largest distribution network and hub operations in Greater China and the South East Asian region.

We are a top 10 global logistics provider combining local ownership to deliver a personalised service, helping our customers realise their purpose.

KLN Freight (Oceania) operate offices in Auckland, Christchurch, Sydney, Melbourne, Brisbane and Adelaide, serving customers across a wide spectrum of industries including fashion & lifestyle, electronics & technology, food & beverage, FMCG, to industrial & material science, automotive, and pharmaceutical & healthcare.

We are dynamic and innovative team with strong core values, we are always looking for likeminded individuals who share a passion for logistics. If you are looking for a company who values their team members, provides a work - life balance with the opportunity to progress your career, please contact us today.

About the role

We are seeking a Customer Success Manager to join KLN Freight Oceania Pty Ltd in a full-time capacity based in Essendon Fields, Victoria. In this role, you will be responsible for building and maintaining strong relationships with our key clients, ensuring they derive maximum value from our freight and logistics services. As a Customer Success Manager, you will be the primary point of contact for your assigned accounts, driving customer satisfaction, retention and growth whilst identifying opportunities to expand our service offerings. This is a strategic position that directly impacts our business objectives and customer loyalty within the highly competitive freight and logistics sector.

Key responsibilities

• Manage and nurture a portfolio of assigned customer accounts, serving as the primary relationship manager and point of escalation
• Develop and implement customer success strategies tailored to individual client needs and business objectives
• Conduct regular business reviews with customers to assess service satisfaction, identify improvement opportunities and align on future requirements
• Monitor customer health metrics and KPIs to identify at-risk accounts and implement proactive retention strategies
• Collaborate with internal teams including operations, sales and finance to ensure seamless service delivery and resolve customer issues efficiently
• Identify and pursue upselling and cross-selling opportunities within existing accounts to drive revenue growth
• Gather customer feedback and market intelligence to inform product development and service improvements
• Maintain accurate and up-to-date customer records and account information in our CRM system
• Prepare and present regular performance reports and insights to senior management
• Support the onboarding process for new customers to ensure a smooth transition and early value realisation

What we’re looking for

• Proven experience in customer success, account management or relationship management roles, ideally within the freight, logistics or transportation industry
• Strong understanding of account-based management principles and the ability to manage multiple accounts simultaneously
• Excellent communication and interpersonal skills with the ability to build rapport and maintain long-term client relationships
• Demonstrated ability to identify customer needs and propose strategic solutions that drive business outcomes
• Proficiency with CRM systems and experience using data analytics to inform customer management decisions
• Strong organisational and time management skills with the ability to prioritise effectively and meet deadlines
• Problem-solving capabilities and a proactive approach to identifying and resolving customer issues
• Ability to work collaboratively across departments and influence others without direct authority
• Knowledge of the freight and logistics sector or B2B service delivery models is highly desirable
• Tertiary qualification in business, commerce, management or a related field is preferred

What we offer

KLN Freight Oceania Pty Ltd is committed to supporting the professional development and wellbeing of our team members. We provide a competitive salary package commensurate with experience, ongoing training and career development opportunities, and access to industry-leading technology and tools. We foster a collaborative and supportive workplace culture where your contributions are valued and recognised. Additional benefits include flexible working arrangements where applicable, a focus on work - life balance, and a team that supports continuous learning and professional growth within the fast-paced logistics industry.