Senior Manager, Customer Success

🔥 12 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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CargoSprint

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

🚗 Transport

🛍️ eCommerce

💳 Fintech

Transport • eCommerce • Fintech

CargoSprint is a leading provider of innovative payment and workflow solutions specifically designed for the cargo industry. Their offerings, including SprintPay and SprintPass, streamline cargo operations by facilitating efficient payment transactions and optimizing pickup and drop-off processes for freight handlers and truck drivers. With a focus on enhancing visibility, efficiency, and customer experience, CargoSprint leverages technology to modernize the logistics sector, ensuring fast and secure services tailored to the unique needs of the cargo community.

📋 Description

• You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value. • You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business. • You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate. • Design and own a defined onboarding journey for new customers. • Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations. • Monitor product usage signals to identify customers who are disengaging before they churn or escalate to Support. • Build and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs. • Intervene proactively when usage declines or a renewal approaches. • Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch. • Define, instrument, and own core CS metrics and build Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR).

🎯 Requirements

• 5+ years in Customer Success, account management, or a post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company. • Demonstrated ability to design and operate a structured CS playbook across onboarding, adoption, retention, and expansion—with measurable outcomes. • Hands-on experience tracking and reporting CS KPIs including Time to Value, NRR, GRR, Customer Health Score, Churn Rate, and NPS. • Proven track record owning and presenting weekly and monthly business reviews to senior leadership. • Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch. • Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent).

🏖️ Benefits

• Medical, dental, and vision plans for you and your family • 401(k) with company match • Generous flexible PTO program and paid holidays • Professional development opportunities