Senior Customer Success Manager

🕒 Junho 26

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $135.000 - $165.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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KlearNow

SiteLinkedInTodas as Vagas

201 - 500 funcionários

📦 Logística

🤖 Inteligência Artificial

🚗 Transporte

Logistics • Artificial Intelligence • Transport

KlearNow é uma plataforma global de comércio de ponta que utiliza soluções baseadas em IA para simplificar e automatizar os complexos processos de comércio global e aduaneiro. Fundada em 2018 e sediada em Santa Clara, Califórnia, a KlearNow oferece serviços como desembaraço aduaneiro com IA, processamento de documentos de comércio e gerenciamento de transporte. A plataforma oferece soluções que aumentam a eficiência, reduzem o trabalho manual e permitem uma melhor tomada de decisões para importadores, exportadores, agentes de carga e despachantes aduaneiros. Ao eliminar a necessidade de integrações complexas e proporcionar gerenciamento centralizado de dados, a KlearNow visa futurizar a conformidade comercial e as operações da cadeia de suprimentos, melhorando significativamente a produtividade e a escalabilidade.

Descrição

• Promote KlearNow usage across assigned accounts throughout the US and Canada, focusing on measurable business outcomes and ROI. • Translate KlearNow features and capabilities into client-specific business benefits and use cases. • Build ROI cases, executive narratives, and business cases that drive adoption and executive buy-in. • Lead Quarterly Business Reviews (QBRs) that connect KlearNow platform performance to customer trade operations outcomes. • Cultivate senior-level relationships across business units to align KlearNow with strategic goals and digital transformation roadmaps. • Serve as the client-facing liaison for executive stakeholders, providing guidance and aligning technology with business priorities. • Maintain and grow partnerships that position KlearNow as a preferred enabler for transformation initiatives. • Own the full commercial lifecycle post-sale: adoption, renewal, and expansion. • Identify, qualify, and pursue expansion opportunities across teams and business units to increase footprint and wallet share. • Negotiate renewals and contract expansions in partnership with Sales leadership. • Set, measure, and report KPIs (adoption, ROI, revenue share, and others) to stakeholders and leadership. • Monitor and maintain account health scores; own escalation and recovery plans for at-risk accounts. • Oversee timelines, deliverables, and stakeholder communication for high-impact client initiatives. • Bring client feedback and requirements into product planning and cross-functional strategy to ensure KlearNow evolves with user needs. • Serve as a subject matter resource on customers' trade compliance workflows — broker operations, entry types, IEEPA/tariff implications, and HTS classification needs. • Coordinate with Engineering and Operations on platform escalations that affect your accounts

🎯 Requisitos

• Minimum 10 years in Customer Success, Account Management, or a combination role, ideally in SaaS, logistics, trade compliance, or supply chain software. • Preferably 3-5 years working for and/or with national, enterprise-level customs brokerage houses. • Demonstrated track record owning renewals and expansion revenue, not merely customer satisfaction scores. • Experience managing complex, multi-stakeholder strategic enterprise-level accounts at the VP and C-suite level. • Familiarity with customs brokerage, freight forwarding, and/or trade compliance operations is a significant advantage. • Executive presence: proven success presenting to VP- and C-level audiences and running QBRs independently. • U.S. Customs Broker License issued by U.S. Customs and Border Protection (CBP) or equivalent such as a Certified Customs Specialist (CCS) designation from the NCBFAA is preferred. • Commercial acumen: understands ARR, GRR, NRR, and can build a compelling business case for expansion. • Structured communicator: translates operational complexity into crisp executive updates, escalation summaries, and renewal narratives. • Data-driven: comfortable pulling and interpreting account health data from CRM and platform dashboards (HubSpot experience a plus). • Project management instinct: tracks deliverables, flags risk early, and keeps multi-stakeholder initiatives on track.

🏖️ Benefícios

• Competitive base salary + variable compensation tied to retention and expansion targets