Customer Success Manager

Chain; United States; On-site; USD 60,000 - 80,000; Full time

Job summary

A fast-growing startup is seeking a Customer Success Manager to lead onboarding and drive customer satisfaction. This entry-level position requires freight industry experience and a proactive approach to solving problems. You will work closely with customers and internal teams to ensure successful adoption of our AI-powered visibility platform, aimed at streamlining freight operations.

Qualifications

• Hands-on experience at a freight brokerage or freight tech company.
• Experience in ops, account management, or tech implementation.
• Comfortable in ambiguity and able to solve open-ended problems.
• Focus on customer outcomes rather than just completing tasks.
• Excellent communication skills.
• Attention to detail required for onboarding.
• Technical orientation; fluency in tools necessary.

Responsibilities

• Lead the end-to-end onboarding of new customers.
• Serve as the primary contact for assigned accounts.
• Relay customer feedback to product and engineering teams.
• Monitor customer adoption and retention metrics.
• Define and scale a support strategy.
• Act as the voice of the customer within the organization.

Skills

Freight brokerage experience

Operational management

Customer communication

Detail orientation

Technical fluency

Job description

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This is a rare opportunity to join a high‑velocity and fast‑growing startup as our first hire in Customer Success. We’re building the next generation of AI‑powered infrastructure for freight brokers, automating everything from visibility, check calls, and manual data entry. We’re looking for someone who is ready to get their hands dirty, move fast, and help our customers succeed.

You’ll work closely with our founders, engineers, and product team to onboard new customers, drive adoption, solve problems, and make sure every user gets real value, fast. This is not a passive CSM role. You’re the point person—the bridge between operations and product. The one customers trust to get things working and keep things moving.

Our product is strong, but our partnerships with our customers is what makes us indispensable.

We win by working side‑by‑side with our customers, staying close to their needs, and turning feedback into features, fast.

Freight industry experience is required.

The ideal candidate has experience at both a freight brokerage and a freight tech company. You understand how brokers actually operate, and how software fits into their workflow.

What You’ll Own

• Implementation: You’ll lead the end‑to‑end onboarding of new customers, including working with the sales department to onboard the customer, training, configuration, and rollout. You’ll help translate real‑world broker workflows into successful system adoption.
• Customer Relationships: You’ll be the day‑to‑day contact for assigned accounts, helping teams solve problems, uncover wins, and meet their automation goals.
• Feedback Loop: You’ll relay feedback directly to product and engineering, everything from UX pain points to high‑value feature requests. You’ll help shape what we build next.
• Adoption & Growth: You’ll proactively monitor adoption, usage, and outcomes, spotting churn risks early and driving toward long‑term retention.
• Support Strategy: While this is not a support role, you’ll help define and scale a smart support strategy, ensuring customers get what they need without hand‑holding.
• Voice of the Customer: You’ll champion our customers internally, do whatever it takes to make it successful, and help us build systems that make them feel heard and valued.

Requirements

• Have hands‑on experience at a freight brokerage or a freight tech company, ideally both.
• Have worked in ops, account management, or tech implementation, and understand what it takes to make software stick in a brokerage.
• Are comfortable in ambiguity. You can take messy, open‑ended problems and turn them into action, without waiting for perfect instructions.
• Care about outcomes, not tickets. You want customers to succeed, not just survive onboarding.
• Communicate clearly and warmly, both in writing and in conversation.
• Sweat the details. You notice when onboarding docs are clunky or when customers aren’t actually using what they paid for.
• Have a technical orientation. You don’t need to code, but you’re fluent in tools, quick to pick up new systems, and comfortable collaborating with engineers.
• Want to be part of a fast‑moving, zero‑bullshit team building something that actually matters in freight.

Bonus Points

• You've worked with TMS platforms, ELD visibility tools, or other freight operations software.
• You’ve helped implement complex software or led process rollouts.
• You’ve been the "fixer" on a scrappy team before.

About Us

Chain is an AI‑powered visibility platform helping freight brokers eliminate manual work and move freight more efficiently. We streamline everything from booking to delivery by automating the tasks that slow operations down like manual work disconnected systems.

Founded by former freight operators, we know the real pain points on the floor. That’s why we built Chain to be simple, powerful, and practical. Our customers include some of the fastest‑growing brokerages in the country, and we’re backed by real traction.

We’re a small, focused team moving fast. If you’re excited to shape the future of freight tech and want to work in a fast‑paced startup environment, we’d love to hear from you.

For more info, visit: https://www.trychain.com/

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Seniority level

Entry level

Employment type

Full‑time