Customer Success Manager

BackOps AI; San Francisco (CA); On-site; USD 110,000 - 180,000; Full time

Benefits offered by this job

Competitive compensation

401(k) plan

Health, dental, and vision coverage

In-office meals

Paid time off (FTO)

Team events & offsites

Learning opportunities

Job summary

BackOps AI is seeking a Customer Success Manager to nurture strong relationships with a portfolio of logistics and supply chain customers. You will surface opportunities, drive adoption, and partner with product and engineering to ensure customer outcomes guide development.

You will own onboarding through renewal and expansion, conducting strategic check-ins, and delivering high-value recommendations that align with each customer's business goals.

Qualifications

• 5+ years in a customer-facing role (CSM, AM, or similar).
• Proven track record of building trusted, long-term relationships with business stakeholders.
• Strong communication skills and ability to distill complexity into clear insights.
• Relentless follow-through with excellent organizational skills.
• Commercially minded with emphasis on retention, renewal, and value delivery.
• Comfortable working cross-functionally with product and engineering teams.
• Startup DNA: adaptable, curious, and outcome-driven.

Responsibilities

• Own end-to-end relationship with a portfolio of customers from onboarding to renewal and expansion.
• Conduct regular strategic check-ins to track performance and align on priorities.
• Develop deep understanding of customer goals and workflows to deliver proactive recommendations.
• Translate feedback into clear product requests and drive solutions with internal teams.
• Identify and develop expansion opportunities in collaboration with sales leadership.
• Keep stakeholders aligned, informed, and moving forward.
• Champion the voice of the customer to surface what matters most.

Skills

Customer relationship

Account management

Communication

Organizational skills

Strategic thinking

Cross-functional collaboration

Growth mindset

Job description

BackOps is at the forefront of supply chain intelligence, leveraging advanced AI to optimize logistics processes. Our solutions empower logistics teams to maximize efficiency and focus on mission-critical initiatives. We are dedicated to transforming the supply chain industry through innovative technology and data-driven insights.

About the Role

We're looking for a Customer Success Manager who thrives on building deep customer relationships and driving measurable value. You'll own a portfolio of accounts across some of the most forward-thinking companies in logistics and supply chain — serving as their trusted advisor, strategic partner, and internal champion.

This role is about understanding your customers' goals so well that you can proactively surface opportunities, guide adoption, and help them grow. You'll collaborate closely with product and engineering teams to ensure customer needs shape what we build — but your north star is always the customer relationship and their outcomes.

What You'll Do

• Own the end-to-end relationship with a portfolio of customers, from onboarding through renewal and expansion.
• Run regular strategic check-ins to track performance, surface insights, and align on priorities.
• Develop a deep understanding of each customer's business goals and workflows to deliver proactive, high-value recommendations.
• Translate customer feedback and pain points into clear product requests, partnering with internal teams to drive solutions.
• Identify and develop expansion opportunities, collaborating with sales leadership to grow accounts.
• Keep stakeholders — both customer-side and internal — aligned, informed, and moving forward.
• Serve as the internal voice of your customers, driving urgency and visibility around what matters most to them.

What We're Looking For

• 5+ years in a customer-facing role (Customer Success Manager, Account Manager, or similar).
• Proven track record of building trusted, long-term relationships with business stakeholders.
• Strong communicator — able to distill complexity into clear, actionable insights for any audience.
• Sharp organizational skills with a relentless focus on follow-through; nothing falls through the cracks on your watch.
• Commercially minded — you think about retention, growth, and value delivered in equal measure.
• Comfortable working cross-functionally with product and engineering teams, even if you're not technical yourself.
• Startup DNA: adaptable, curious, and energized by owning outcomes in a fast-moving environment.

Bonus Points

• Experience in logistics, supply chain, or operations-heavy industries.
• Background in SaaS or data-driven products.
• Familiarity with process improvement, workflow automation, or systems integrations.

We take care of our team so you can do your best work.

• Competitive salary and performance-based incentives
• 401(k) plan
• Comprehensive health, dental, and vision coverage
• Daily meals and snacks provided in-office
• FTO
• Regular team bonding events, offsites, and learning opportunities