Customer Success Manager

Outpost; Austin (TX); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Title commensurate with experience

Health, dental, vision insurance

401(k) matching

18 paid holidays

Unlimited PTO

Friday team lunches

Job summary

Outpost is hiring for a senior role focused on driving successful implementations and ongoing customer success in a national footprint, with a primary base in Austin, TX. You will own discovery, configuration decisions, and post-go-live support, partnering across product, field operations, onboarding, and sales to ensure value realization.

You will navigate complex customer environments in logistics, trucking, and warehousing, driving improvements, handling escalations, and identifying expansion

Qualifications

• 5+ years in customer success, implementation, technical account management, or operations leadership overseeing outcomes.
• Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services.
• Demonstrated ability to run structured discovery and produce artifacts that survive engineering review.
• Comfort saying no when configuration or launch would be compromised.
• Able to read dashboards, spot trends, and form hypotheses without an analyst.
• Willingness to travel 30-40%, including to gravel yards and industrial sites.

Responsibilities

• Own the launch and hypercare cadence with cross-functional teams.
• Maintain the ongoing customer relationship and renewal process.
• Translate customer friction into product requirements for the roadmap.
• Identify and qualify expansion opportunities within the installed base.

Skills

Customer success

Implementation

Logistics

Operations leadership

Travel 30-40%

Tools

SQL

BI tooling

Job description

About Us:

Outpost is building the backbone of freight. We're reinventing how supply chain infrastructure works in America with carrier agnostic truck terminals. As a vertically integrated real estate, operations, and technology company, we acquire and operate mission-critical real estate across the country to serve the largest logistics providers in the world. Backed by $1B from Greenpoint Partners, we're scaling and building the most valuable logistics network in the country.

We thrive on accountability, integrity, and a shared drive to raise the bar. If you're excited to reshape the industry alongside a high-performance team with a championship mindset that executes relentlessly, welcome aboard.

Role Summary:

Outpost Gate Automation (OGA) replaces the manned guard shack with computer vision and remote operators. When it works, a driver rolls up, the system reads the tractor, trailer, and paperwork, and the gate opens without a human touching anything. When it does not, a truck sits at a gate, and a customer's yard backs up. The distance between those two outcomes is almost never technology - it is how well we understood the customer's operation before we configured the system.

This role owns that understanding for the life of the account. Upfront discovery is run by Product, Field Ops, and Onboarding, with this role informed throughout, present in the sessions, and able to defend the operational picture before inheriting it. Ownership transfers at handoff and does not move again: close open discovery items, force the hard configuration decisions to be signed before build, run hypercare after go-live, and own the relationship through steady state and expansion to the next site.

This position is based in our Austin, TX office and reports to the Director of Field Operations, partnering with Regional Directors, Remote Operations, Implementation, Sales, and Product & Engineering. The territory is national - a ~30 yard portfolio concentrated in TX, the Southeast, and the West.

Key Responsibilities:

Launch and Hypercare

• Own the go-live window: escalation triage, exception review, and daily configuration tuning alongside Remote Operations and Engineering;
• Run the hypercare cadence with the customer - daily during week one, tapering to weekly - and hold the line on exit criteria. Sites do not graduate to steady state because the calendar says so;

Steady State

• Own the ongoing customer relationship: business reviews, escalation path, SLA performance, and renewal;
• Monitor auto-open rate, escalation volume, and exception patterns per account; diagnose whether a degrading metric is a configuration problem, a customer process change, a technology issue, or a training gap, and route it to the right owner with evidence;
• Translate recurring customer friction into product requirements as the operational voice into the OGA roadmap;

Expansion

• Identify and qualify expansion opportunities within the installed base, bringing the opportunity with evidence - utilization, throughput, customer-stated intent. Sales owns the close;
• Flag where a new site diverges from the existing one before Onboarding starts; and
• Stay informed during Golden Scale discovery and countersign the handoff packet, same as a first launch. The account returns to you at go-live.

Qualifications:

• 5+ years in customer success, implementation, technical account management, or operations leadership - in a role where you owned an outcome, not just a relationship
• Direct experience in logistics, trucking, 3PL, warehousing, yard operations, or industrial field services; able to walk a yard and understand what you are looking at, and to hold a credible conversation with both a terminal manager and a VP of Operations
• Demonstrated ability to run structured discovery and produce written artifacts that survive contact with engineering - requirements, decision specs, exception matrices
• Comfort saying no to a customer, and to internal stakeholders, when a request would compromise the configuration or the launch. This role exists partly to be a gate
• Working fluency with operational data; able to read a dashboard, spot a trend, and form a hypothesis without waiting for an analyst
• Willingness to travel 30-40%, including to sites that are gravel lots in industrial parks

Preferred:

• Experience launching hardware-plus-software or IoT products into physical operating environments, where a bug means a truck is blocked rather than a page fails to load
• SQL or BI tooling familiarity (Snowflake, Metabase, or equivalent)
• Experience managing customers through a technology transition that eliminated headcount at their site

Benefits:

• Title Commensurate with Experience
• Comprehensive Benefits Package including Health, Dental, and Vision Insurance
• 401(k) Retirement Plan Matching
• 18 Paid Holidays
• Unlimited PTO
• Friday Team Lunches

Outpost is an Equal Opportunity Employer and Prohibits Discrimination of Any Kind