Senior Manager, Customer Success

🕒 June 25

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

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CargoSprint

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2012

📦 Logistics

🚗 Transport

🛍️ eCommerce

Logistics • Transport • eCommerce

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 on a weekly and monthly basis—and presenting those metrics clearly to executive leadership. • Design and own a defined onboarding journey for new customers, including how-to resources, training sessions, and milestone check-ins. • Build and continuously improve onboarding playbooks tailored to key product and customer segment combinations. • Monitor product usage signals—login frequency, transaction volume, feature adoption—to identify customers who are disengaging before they churn. • Build and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs. • Establish baseline health score definitions and the data instrumentation required to make them operational. • Identify natural expansion opportunities and route them to Account Management with full context. • Manage a segmented book of business across three engagement tiers: High-Touch, Mid-Touch, and Low-Touch. • Define, instrument, and own the core CS metrics: Time to Value, Net Revenue Retention, Gross Revenue Retention, Customer Health Score, Churn Rate, Product Adoption Rate, NPS, and Expansion Revenue.

🎯 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, with the ability to translate lifecycle complexity into clear, actionable narrative. • Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch—with appropriate playbooks and resource allocation for each segment. • Ability to work across Product, Support, Sales, and Account Management to align the CS function with the broader customer experience and revenue agenda. • Comfort with CS platforms and CRM tooling (Salesforce, HubSpot, Gainsight, or equivalent) and the analytical rigor to build dashboards and track customer health at scale.

🏖️ 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