Customer Success Manager

Cymax Group; Vancouver; Hybrid; CAD 65,000 - 75,000; Full time

Benefits offered by this job

Health and dental benefits

Paid time off

Counselling services

Hybrid-flexible work environment

Job summary

Cymax Group is seeking a Customer Success Manager in the Vancouver area for a hybrid role. You will onboard new clients, manage enterprise relationships, and analyze data to identify growth opportunities and improve retention.

The role supports Freight Club customers with a focus on scaling their use of the platform, while collaborating with cross-functional teams to prevent churn and optimize performance.

Qualifications

• Relevant experience in customer success, sales, or analysis at a fast-paced company (preferably SaaS).
• Ability to build relationships with enterprise clients and understand complex needs.
• Proactive, autonomous, and collaborative with strong analytical skills.

Responsibilities

• Onboard new clients and monitor initial shipments while resolving issues.
• Manage enterprise client relationships and scale their Freight Club usage.
• Develop product expertise and clearly articulate differentiators to clients.

Skills

Customer success

Sales

Analysis

SaaS

CRM

Excel

Relationship building

Communication

Time management

Problem solving

Tools

CRM

Excel

Job description

Salary Range: $65,000.00 To $75,000.00 Annually

Who We Are

Cymax Group Technologies is a leading eCommerce technology and logistics services platform for big & bulky vendors and retailers. We maximize the best of technology, automation, and AI to simplify the complexities of eCommerce through our two products - Channel Gate and Freight Club. Our remote-flexible team works to support our partners from the US and Canada.

Freight Club is the all-in-one shipping platform for medium to large-sized retailers. At Freight Club, we help you simplify your shipping process by enabling you to effortlessly manage everything from quoting, booking, and tracking to complete claims management and shipping protection – all on one platform with zero subscription fees.

The Role

Freight Club is a leading provider in the shipping industry, dedicated to delivering exceptional service and innovative solutions to our clients. We are looking for a passionate and driven Customer Success Manager to join our team and help us continue to grow and succeed.

As a Customer Success Manager at Freight Club, you will play a crucial role in ensuring the growth, retention, and satisfaction of our customers. Your efforts will significantly impact the overall performance of our business.

This is a hybrid role, based in the Vancouver, BC area. The ideal candidate will work 2 days in the Vancouver office, with the flexibility to work remotely for the remainder of the week.

Who You Are

• Relevant experience in customer success, sales, or analysis at a fast-paced company (preferably in a similar role at a SaaS company).
• Natural relationship builder with a demonstrated ability to understand and service complex client needs.
• Proactive and solutions-oriented, with the ability to work both autonomously and as part of a team to drive excellent results.
• Strong analytical mindset, time management skills, and attention to detail.
• Familiarity with SaaS products, CRMs, and Excel.
• Active listener who can identify client needs and a problem solver who can provide solutions to ensure client growth.
• Excellent written and verbal communication skills.
• Quick learner who can expand their industry knowledge and use new tools/systems to assist clients.

What You’ll Do

• Onboarding New Clients:Ensure that the client understands the platform and knows which channels to communicate through, monitor their first shipments and resolve any immediate issues, actively scale our new business opportunities.
• Client Relationship Management: Build and maintain long-lasting relationships with our enterprise clients, focusing on scaling their existing business with Freight Club.
• Product Expertise: Maintain a deep understanding of our products, the shipping industry, and the competitive landscape to confidently articulate what sets us apart.
• Client Support: Understand every feature within the Freight Club application to assist with the onboarding and ongoing performance of our clients.
• Collaboration: Work closely with all Freight Club teams to resolve large-scale client issues and prevent churn.
• Account Audits: Conduct account audits and reviews to provide program recommendations.
• Data Analysis: Identify ongoing pain points (e.g., damages, overage invoices, rating errors) and spot potential growth opportunities (e.g., win/loss analysis, SKU optimization, carrier opportunities, and integrations for effective scaling).

Why Join Freight Club?

• Impact: Your work will directly influence the success and satisfaction of our clients.
• Growth: Opportunities for professional development and career advancement.
• Hybrid-First Environment: Embrace flexibility and choice.
• Culture: A collaborative and supportive work environment where your contributions are valued.

Culture at Cymax Group

At our company, we thrive on innovation and entrepreneurship. Our fast-paced environment encourages agility and nimbleness, empowering our team to adapt quickly to changing market dynamics. We’re passionate about learning and growth, providing opportunities for professional development. Our decisions are driven by data, ensuring that we make informed choices that lead to success. If you’re excited about making an impact and being part of a dynamic team, you’ll feel right at home here.

Our Values

Our core values are the compass that guides our actions, unites our team, and shapes the future of our company:

• Accountability: Bring It, Own It, Commit
• Go the Extra Mile: We Go Above & Beyond
• Understand the Map & the Terrain: Master the Details & the Big Picture
• Data Drives Decisions: Absorb Complexity & Transmit Clarity
• Think Beyond Today: Tomorrow's Vision, Today's Action

Compensation

The base salary Range for this role is between $65,000 and $75,000, plus performance bonus. Our salary ranges are determined by role, level and location.

We offer a comprehensive range of benefits which includes:

• Health and wellness support for our team members and their families including an employee assistance program
• 100% paid health and dental benefits in Canada
• Paid time off
• Easy access to online and phone-based counselling service
• Hybrid-flexible work environment.

We can provide accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.

Join Our AI Journey at Cymax Group!

At Cymax Group, we thrive on innovation and entrepreneurship. As an AI-first organization, we are on an exciting journey to continuously grow and evolve our focus on AI, empowering our people at all levels. Our fast-paced environment encourages agility and nimbleness, enabling our team to adapt swiftly to changing market dynamics. We're passionate about continuous learning and growth, offering opportunities for professional development. Our data-driven decision-making ensures we make informed choices that lead to success. If you're excited about making an impact and being part of a dynamic, AI-empowered team, you'll feel right at home here.

Accessibility

We can provide accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.