Customer Success Manager

Nevoya; Dallas (TX); On-site; USD 65,000 - 95,000; Full time

Job summary

Nevoya is seeking a Customer Success Manager in Dallas to serve as the face of the company for clients and brokers, focusing on revenue protection and relationship growth. You will work with AI-native tools to monitor loads, draft communications, and drive rapid issue resolution to foster loyalty and reliability.

You will own client relationships, coordinate proactive service and updates, and help shape the human-AI touchpoints across channels while documenting root causes for continuous

Qualifications

• 2+ years in a high-touch customer facing role in freight/logistics.
• Hands-on familiarity with AI tools and platforms.
• High-volume, multi-channel communication under time pressure.
• Strong documentation discipline and reliability when addressing issues.

Responsibilities

• Own the client relationship as the primary contact for clients and brokers.
• Proactively communicate and manage service recovery with updated ETAs and plans.
• Leverage AI agents to anticipate issues and personalize communications.
• Define which touchpoints stay human vs. automated and ensure quality.
• Document issues and resolutions; contribute to weekly root-cause analysis.
• Protect revenue by accurate charging on loads and accessorials.
• Grow accounts by expanding freight with existing clients.

Skills

Customer success

AI tools

Multichannel communication

Documentation

Job description

About Nevoya:

Nevoya is North America's leading next-generation electric trucking carrier, transforming logistics through AI-native operations and relentless customer focus. The company builds and uses proprietary technology to deliver zero-emissions carrier services to Fortune 500 shippers with superior economics and service to legacy diesel operators. The company has operations in California and Texas, and is backed by globally-renowned investors including Lowercarbon Capital.

About The Role:

The Customer Success Manager is the face of Nevoya to every client and broker we work with. This is a revenue protecting, relationship deepening role: make every interaction so reliable and responsive that clients see Nevoya as their easiest carrier and you as their go to person.

We think about customer experience the way great hospitality operators do. Anticipating needs before they\'re spoken. Knowing each client the way a great host knows their regulars. Treating a service failure as a chance to win deeper loyalty through the recovery.

Nevoya is an AI-native carrier, and this role reflects that. You'll work alongside AI agents that monitor loads, draft communications, and flag exceptions, using them to deliver responsiveness no traditional carrier can match while bringing the judgment and relationship instincts technology can\'t replace.

What You\'ll Own:

• The client relationship. Primary point of contact for every client and broker in your book, deepening those relationships over time

• Proactive communication and service recovery. Clients hear about problems from you first, with an updated ETA and a plan, and the follow through turns failures into deeper trust

• AI-augmented customer experience. Using AI agents to anticipate issues, personalize communication, and respond faster than manual processes allow

• The human-AI boundary. As customer communication evolves across email, calls, and portals, you\'ll help decide which touchpoints stay human and which get automated, and own the quality of both

• Issue documentation and root cause analysis. Every issue and resolution documented with agentic help, feeding a weekly root cause analysis that turns exceptions into fixes

• Revenue protection. Getting paid correctly on every load, including all accessorials

• Growth within accounts. Expanding freight with existing clients by earning the right to more of their business

What You\'ll Bring:

• 2+ years in a high-touch customer facing role. Freight, dispatch, or logistics customer success is a natural fit, but so is hospitality: hotel guest services, restaurant management, concierge, or events

• Hands-on familiarity with AI tools. Required, not preferred

• High volume, multi channel communication under time pressure, with strong documentation discipline

• Composure when things go wrong and a drive to create memorable, not just positive, experiences

Desired Experience:

• Freight or logistics background, including accessorial billing and drop trailer or dedicated lane operations

• Experience working alongside AI agents in an operational or customer facing role

We\'ll Teach You Freight:

If you come from hospitality, you already have the hardest skills to teach. We can teach you loads, lanes, and accessorials.

At Nevoya, we believe diverse teams build better solutions.

We are proud to be an equal opportunity employer and are committed to creating an inclusive and welcoming environment for all employees. We consider all qualified applicants regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other protected characteristic.

If you\'re excited about our mission but your experience doesn\'t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be the right candidate for this or another role.

If you have any other questions please email our Recruiting Team directly @ [e-mail]