Customer Success Manager

Tandem Inc.; United States; Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Stock Options

Performance-based Bonuses

Fully Remote

Medical Insurance

Job summary

Burq is seeking a Customer Success Manager to own post-sale relationships with merchant and enterprise partners—from onboarding through renewal and growth. You’ll be the trusted advisor and internal voice champion for customers in a fully remote, AI-enabled environment.

Responsibilities include onboarding, regular check-ins and QBRs, driving adoption, and collaborating with supply, support, sales, and product to deliver outcomes such as ARR growth and improved NPS.

Qualifications

• 3–5+ years in customer success, account management, or a client-facing role.
• Experience in logistics, last-mile delivery, or supply chain operations.
• Comfortable with APIs and technical integrations; can discuss connections with technical stakeholders.
• Proven onboarding and adoption experience for customers.
• Strong cross-functional collaboration and problem-solving mindset.

Responsibilities

• Own post-sale relationships with merchant and enterprise partners from onboarding through renewal and growth.
• Onboard and launch new customers, serving as their primary point of contact.
• Monitor account health, run regular check-ins and QBRs, identify churn risk, and drive retention.
• Be the voice of the customer in product and engineering roadmaps.
• Collaborate across supply, support, sales, and product to resolve issues and drive outcomes.
• Own and report on ARR, churn, and NPS for your book of business.
• Utilize AI tools daily to draft summaries, analyze data, and automate reporting.
• Build scalable customer success processes as the team grows.

Skills

Customer Success

Account Management

Enterprise Accounts

APIs & Integrations

Data Analysis

Churn Reduction

Cross-functional Collaboration

AI Tools

Communication

Logistics / Supply Chain

Job description

We're looking for a Customer Success Manager to own the post-sale relationship with our merchant and enterprise partners — from onboarding through renewal and growth. You'll be the primary point of contact and trusted advisor for our customers, the internal voice that champions their needs, and the person who keeps their accounts healthy and growing. You'll also work AI-native, using AI tools daily to move faster and solve problems most people would upscale and wait on. Customer relationship management: onboard and launch new customers, serve as their primary point of contact, and build relationships with key decision-makers within customer organizations

• Retention & growth: monitor usage data and account health, identify and get ahead of churn risk, and run regular check-ins and QBRs
• Product feedback loop: be the voice of the customer internally, and help drive priority on our product and engineering roadmap
• Cross-functional coordination: partner closely with leadership, supply, support, sales, and product to resolve issues and drive outcomes for your customers
• Metrics ownership: own and report on ARR, churn, and NPS for your book of business
• Use AI tools day-to-day — drafting account summaries and QBRs, analyzing account health data, automating repetitive reporting, and accelerating issue triage — as a core part of how you work, not an occasional add-on
• Contribute to building scalable customer success processes as our team grows
• 3–5+ years in customer success, account management, or a client-facing role managing complex or enterprise accounts
• Experience in logistics, last-mile delivery, or supply chain operations — e.g., running dispatch or operations for a merchant with a delivery fleet, an operations or partner-facing role at a delivery provider, or experience at a logistics/freight company or carrier
• Comfortable working with APIs and technical integrations — able to understand how delivery/logistics platforms connect and speak credibly with technical stakeholders on both the customer and product/eng sides
• Proven track record onboarding customers and driving adoption, retention, and expansion
• Comfortable owning and reporting on account metrics like ARR, churn, and NPS
• Strong cross-functional collaborator — able to work across supply, support, sales, product, and leadership to drive outcomes for customers
• A growth mindset: treats ambiguity and problems as things to solve, not blockers to escalate and wait on
• AI-native — actively and fluently uses AI tools (Claude, ChatGPT, etc.) in daily work, and is quick to adopt new AI tooling as it becomes available
• Excellent communication skills — able to build relationships with key decision-makers and explain complex issues simply and clearly
• Comfortable with ambiguity, change, and building processes from scratch in a startup environment

Investing in you

• Competitive Salary, Stock Options, and Performance-based Bonuses
• Fully Remote
• Comprehensive Medical, Vision and Dental Insurance

At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.