Customer Success Specialist

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Freightos

WebsiteLinkedInAll Job Openings

201 - 500 employees

🚗 Transport

☁️ SaaS

🏪 Marketplace

Transport • SaaS • Marketplace

Freightos is a digital freight platform that facilitates the global freight industry by enabling instant rate comparison, booking, and management for importers, exporters, forwarders, and carriers. It offers a marketplace for both air, ocean, and trucking quotes, along with enterprise solutions that integrate with existing providers for seamless shipping management. Freightos provides various digital tools, including a freight rate calculator, transit time calculator, and carbon emissions calculator, to streamline the logistics process. Additionally, it offers a comprehensive suite of solutions for airlines and ocean liners to improve rate distribution, sales, and analytics. The platform empowers users with market intelligence, real-time pricing, and procurement capabilities across thousands of global trade lanes.

📋 Description

• Drive Platform Adoption & Account Health. • Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value. • Proactively monitor account health to identify low-usage trends, friction points, and churn risks early. • Identify expansion opportunities by helping customers scale usage across new workflows and internal teams. • Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals. • Deliver Enablement & Training. • Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients. • Ensure a smooth transition for customers moving from initial onboarding into long-term customer success. • Support scalable education by contributing to user documentation, training guides, and self-service content. • Client Escalations Management. • Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues. • Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths. • Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations. • Enable Commercial Teams & Feedback Loops. • Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities. • Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership. • Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams.

🎯 Requirements

• 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role. • Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions. • Experience managing enterprise, mid-market, or strategic customers. • Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization. • Ability to identify churn risks, adoption gaps, and customer experience issues early. • Strong communication, stakeholder management, and problem solving skills. • Ability to work cross-functionally with Sales, Account Management, Product and Operations. • Comfortable creating structure in a fast moving environment where ownership is not always clearly defined. • Strong documentation and process mindset. • Strong verbal and written English communication skills. • Relevant regional language skills (Chinese, Korean, for example) are a strong plus. • Experience working with customers across multiple time zones.

🏖️ Benefits

• Statutory benefits in accordance with local regulations.