Customer Success Manager

Location: Remote | Full-Time

About Terminal49

Terminal49 is a fast-growing technology startup delivering real-time visibility, automation, and intelligence for global container movements. Our mission is to simplify international logistics by helping freight forwarders, shippers, and supply chain teams track cargo, prevent delays, avoid demurrage, and improve decision-making.

Role Overview

We are seeking a Senior Customer Success Executive who has worked in startup environments, and knows how to elevate customer experience from onboarding through renewal.

This role requires someone who can think strategically while owning execution — you will guide customers through platform adoption, influence product direction through feedback, and develop processes that allow us to scale customer operations globally.

You will partner cross-functionally with Product, Engineering, Sales, and Operations to drive activation, retention, and expansion.

Key Responsibilities

Customer Ownership & Relationship Management

• Own the end-to-end post-sales customer lifecycle for a book of business (proactive and reactive), ensuring customer satisfaction across onboarding, EBRs, and renewals.
• Build strong relationships with key stakeholders and act as a trusted advisor to understand customer goals and workflows.
• Become a trusted advisor to clients — understanding their workflows, pain points, and strategic priorities.

Onboarding, Activation & Operational Execution

• Lead onboarding for new customers, including platform configuration, user setup, data access, integrations, and training.
• Contribute to scalable onboarding playbooks and repeatable processes by documenting learnings, improving workflows, and scale processes.

Retention, Insights & Value Delivery

• Monitor adoption and health metrics — and risk using usage data; turn insights into clear action plans that improve outcomes and prevent churn.
• Run regular business reviews to demonstrate value, gather feedback, and identify opportunities.
• Drive retention and renewals, including aligning on pricing/terms and negotiating contracts.

Growth & Customer Advocacy

• Identify expansion opportunities throughout the relationship and guide customers to the right plan/features with a clear ROI story
• Use strong negotiation skills to drive account growth through expansion conversations during EBRs and renewals.

Product Partnership & Domain Expertise

• Serve as the voice of the customer, providing structured feedback and logistics expertise to help Product prioritize improvements that elevate the customer experience.
• Develop deep logistics and supply chain expertise to translate operational needs into practical solutions and customer guidance

What We're Looking For

Required Experience & Skills

• 3–6+ years in Customer Success, Operations, Account Management or Logistics account management
• Experience working in startups or high-growth environments
• Logistics, freight forwarding, supply chain or SaaS execution background. Must have experience in supply chain, logistics, trade, trucking, or freight forwarding.
• Proven track record of owning relationships, driving adoption,expansion,retention and improving customer outcomes
• Excellent written,verbal and presentation skills; follow-through, and ability to manage cross-functional initiatives
• Highly proactive — comfortable solving problems when processes are evolving or undefined

Strong Plus

• Experience building SOPs/playbooks
• Understanding of container tracking, supply chain visibility, port/terminal workflows, or TMS visibility tools
• Experience managing mid-market or enterprise accounts
• Experience in logistics or supply chain