Senior Customer Success Manager

Ofload; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Hybrid work

Learning budget

Summer camp

Job summary

Ofload moves freight for Australia’s top food, beverage, retail and manufacturing brands. As a Senior Customer Success Manager you will own a portfolio of our largest and most complex customers, and you will own them commercially, not just relationally.

You’ll build strategic relationships across functions, set the commercial and operational strategy, and lead conversations with executives to drive retention, growth and profitability.

Qualifications

• Five+ years in senior account management in transport, logistics or supply chain.
• Real commercial ownership: managed a portfolio to a margin target and led pricing conversations.
• Experience building executive-level relationships inside complex organisations.
• Tender and contract experience; influenced an RFP.
• Strong analytical skills; able to explain margin issues to non-data people.
• Track record of growing share of wallet and mitigating churn.
• High EQ, adaptability, and ownership.

Responsibilities

• Own a portfolio of strategic and enterprise customers, driving retention, growth and profitability.
• Build relationships from the warehouse floor to the C-suite across operations, procurement, finance and supply chain.
• Set commercial and operational strategy for accounts, owning end-to-end outcomes.
• Know account economics using lane-level insights to unlock pricing, efficiency and profitability.
• Proactively identify optimisation opportunities across customers' supply chains.
• Lead high-impact business reviews that uncover growth opportunities and align on next steps.
• Resolve problems with data-backed insights and widen the impact across the business.
• Elevate the team, coaching junior CSMs and shaping customer success strategy.

Skills

Senior account management

Commercial ownership

Executive relationships

Tender & contracts

Analytical skills

Churn mitigation

High EQ

Job description

About Ofload and Our Mission

FreightTech is one of the most exciting spaces to be in right now, with the opportunity to transform one of the largest industries. Freight in Australia is a $76 billion market, yet it is analogue and has many inefficiencies: 30% of the time, trucks drive empty. Networks lack transparency, data flows are fragmented, and smaller transport operators face barriers to competing with the big players.

At Ofload, we’re changing how the freight industry operates and bringing it into the digital world. We leverage technology, data, and strategic partnerships to connect a growing roster of blue-chip customers with smaller, highly efficient transport operators. By reducing empty truck miles, improving visibility, and optimising supply chains, we’re driving smarter, greener, and more efficient operations that benefit businesses and the environment.

This isn’t just logistics—it’s FreightTech: a tech-powered transformation of an industry that is the backbone of the economy and touches everyone’s lives.

Why Join Ofload?

Joining Ofload means being part of a high-growth scaleup. It means working alongside motivated, ambitious individuals who are passionate about disrupting the status quo and making a real impact. Our team thrives on challenges, values direct and honest feedback, and is committed to growing together.

We’ve raised over $100M in funding from some of the world's top investors—backers of companies like Canva, Revolut, and HelloFresh. Along the way, we’ve been recognised for our innovation and culture:

• Ranked #1: Deloitte Climate and Sustainability Award 2024 for our pioneering Carbon Analytics Platform
• Ranked #2: AFR BOSS Best Places to Work 2024 in Transport and Construction
• Recognised in AFR BOSS Fast100 List 2025 with second highest revenue
• Recognised in Deloitte Fast50 3 consecutive years
• Recognised in AFR FastStarters 3 consecutive years

At Ofload, we combine the agility of a tech startup with the impact of tackling a massive, real-world problem. If you’re ready to be part of an ambitious team reshaping the freight future, we want to hear from you.

About the role

Ofload moves freight for some of Australia’s best-known food, beverage, retail and manufacturing businesses. As a Senior Customer Success Manager you will own a portfolio of our largest and most complex customers - and you will own them commercially, not just relationally.

This is a role for someone who wants both halves of account management. You will build the kind of relationships that make Ofload part of a customer’s planning rather than a line in their procurement schedule. You will also know exactly what each account earns, where it leaks and what you are going to do about it - and you will lead those conversations yourself.

What you’ll do

• Own a portfolio of strategic and enterprise customers, driving retention, growth and profitable relationships.
• Build relationships that matter, from the warehouse floor to the C-suite, across operations, procurement, finance and supply chain.
• Set the commercial and operational strategy for your accounts, owning end to end outcomes
• Know the economics of your accounts, using lane-level insights to unlock pricing, efficiency and profitability opportunities.
• Stay ahead of the curve, proactively identifying and driving optimisation and continuous improvement opportunities across your customers’ supply chains.
• Lead high-impact business reviews that go beyond the numbers, uncovering growth opportunities and aligning on what’s next.
• Solve problems at the root, turning customer issues into lasting solutions and bringing data-backed insights into the wider business.
• Elevate the team, coaching Associate and mid-level CSMs while helping shape the broader Customer Success strategy.
  

What you’ll bring

• Five or more years in senior account management, ideally in transport, logistics or supply chain.
• Real commercial ownership: you have run a portfolio to a margin target and led the pricing conversations that got it there.
• Experience building relationships at executive level inside complex organisations.
• Tender and contract experience. You have influenced an RFP, not just answered one.
• Strong analytical skills, and the ability to explain a margin problem to someone who does not live in the data.
• A track record of growing share of wallet and mitigating churn.
• High EQ, adaptability, and a genuine sense of ownership.
  

We’re a values-led organisation with a flat, collaborative culture. We’re a growth business, and our people like to move fast, take ownership and make a real impact. You’ll have the trust and space to make decisions, solve problems and see the results of your work. No two days are the same, and that’s exactly how we like it.

Our Values

• Bring the energy — Showing up for the work and the team.
• Take the wheel — We see it, we own it and we fix it!
• Think out loud — We say the thought out loud. Even if we don’t have the answer yet.
• No ego, no politics — We’re humans who care about the mission and each other.
• Make it fun — Make the moments matter, we make fun intentional.
  

More than a job! We look after you through:

• Flexibility and Wellbeing: Balance your life with hybrid work arrangements, including remote work options and additional leave for volunteering, celebrations, and personal milestones.
• Empowerment and Growth: access to a $500 learning and development budget to put towards your professional growth, in-house workshops & Lunch & Learns; and
• Our annual Summer Camp offsite