Customer Success Manager

HaulPay; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

A leading company is seeking a Customer Success Manager to enhance client retention and improve service delivery. This role involves account management for Enterprise clients, training staff, and collaborating closely with the Customer Success team to ensure service excellence while responding to client needs promptly.

Qualifications

• 3+ years in Customer Success or Account Management required.
• Experience with offshore team coordination preferred.
• Familiarity with logistics sector is a plus.

Responsibilities

• Manage strategic client accounts and support onboarding processes.
• Address escalated client issues and promote successful outcomes.
• Collaborate with management on support workflows and procedures.

Skills

Client Retention

Problem Solving

Interpersonal Skills

Collaboration

Bilingual Communication

Tools

Google Suite

HubSpot

Confluence

Slack

Job description

The Customer Success Manager (CSM) plays a key senior role within the Customer Success department. This position is responsible for supporting the success and retention of Enterprise clients, assisting in the development and refinement of customer-facing processes, and helping oversee the training and daily performance of offshore and nearshore Customer Success teams. The CSM collaborates closely with the Director of Customer Success to ensure service excellence, process consistency, and team alignment across multiple support channels. Responsibilities: Client Account Management • Serve as a point of contact for a select group of Enterprise accounts, focusing on strategic support and relationship maintenance. • Assist in onboarding efforts and integration of client operations with the HaulPay platform, as needed. • Support client training through occasional group sessions and by contributing to onboarding materials. • Help identify client feedback and share relevant insights with Product and Support teams to improve the overall experience. • Monitor assigned accounts for risk indicators and help implement retention strategies in collaboration with leadership. Issue Escalation Resolution • Address escalated issues from clients, invited carriers, and debtors that require advanced problem-solving or de-escalation. • Support frontline teams by stepping in when issues fall outside standard procedures or require additional context or authority. • Maintain thorough documentation of escalations and resolutions to support process improvement and team training. • Promote a calm, solution-oriented approach focused on delivering a high-quality client experience. Team Collaboration Support Operations • Collaborate with the Director of Customer Success in evaluating workload distribution across CS and offshore teams to ensure effective coverage and responsiveness. • Provide guidance on support workflows such as inbox triaging, invited carrier processes, and call center support routing. • Assist in identifying process gaps or inefficiencies and offer suggestions for improvement. • Support the rollout of updated SOPs, scripts, and workflows, and help communicate changes across teams. • Help document and maintain procedures in Confluence or designated platforms. SUPERVISORY RESPONSIBILITIES: • Support the daily management and training of offshore and nearshore support teams. • Help monitor team adherence to performance standards and quality metrics. • Assist in onboarding, process training, and ongoing development of support staff. • Act as a liaison between CS leadership and support teams to relay feedback and escalate operational concerns when necessary. • Collaborate with the Director on resourcing needs, team scheduling, and workflow adjustments based on volume. Qualifications: Required Experience Knowledge: • 3+ years in Customer Success, Account Management, or Customer Support roles, preferably with Enterprise clients • Experience supporting or coordinating with offshore or remote teams • Familiarity with the transportation or logistics industry, particularly broker and/or carrier operations, is highly preferred • Strong ability to support client retention and internal process improvement initiatives • Fluent in English and Spanish, both written and verbal Technical Proficiency: • Google Suite (Docs, Sheets, Slides) • Excel or Google Sheets for data management and reporting • Slack, Dialpad, or similar VoIP systems • HubSpot or equivalent CRM • Email management platforms like Front (including rule and template creation) • Confluence or similar platforms for SOP documentation Soft Skills: • Effective communicator with strong interpersonal and cross-functional collaboration skills • High emotional intelligence and a customer-first mindset • Strong critical thinking and problem-solving abilities • Comfortable in a dynamic, evolving environment with multiple priorities Compensation: $65,000 - $75,000 yearly

• Client Account Management • Serve as a point of contact for a select group of Enterprise accounts, focusing on strategic support and relationship maintenance. • Assist in onboarding efforts and integration of client operations with the HaulPay platform, as needed. • Support client training through occasional group sessions and by contributing to onboarding materials. • Help identify client feedback and share relevant insights with Product and Support teams to improve the overall experience. • Monitor assigned accounts for risk indicators and help implement retention strategies in collaboration with leadership.Issue Escalation Resolution • Address escalated issues from clients, invited carriers, and debtors that require advanced problem-solving or de-escalation. • Support frontline teams by stepping in when issues fall outside standard procedures or require additional context or authority. • Maintain thorough documentation of escalations and resolutions to support process improvement and team training. • Promote a calm, solution-oriented approach focused on delivering a high-quality client experience.Team Collaboration Support Operations • Collaborate with the Director of Customer Success in evaluating workload distribution across CS and offshore teams to ensure effective coverage and responsiveness. • Provide guidance on support workflows such as inbox triaging, invited carrier processes, and call center support routing. • Assist in identifying process gaps or inefficiencies and offer suggestions for improvement. • Support the rollout of updated SOPs, scripts, and workflows, and help communicate changes across teams. • Help document and maintain procedures in Confluence or designated platforms.SUPERVISORY RESPONSIBILITIES: • Support the daily management and training of offshore and nearshore support teams. • Help monitor team adherence to performance standards and quality metrics. • Assist in onboarding, process training, and ongoing development of support staff. • Act as a liaison between CS leadership and support teams to relay feedback and escalate operational concerns when necessary. • Collaborate with the Director on resourcing needs, team scheduling, and workflow adjustments based on volume.

Compensation:
$65,000-$75,000 per year