Customer Success Manager (Ocean Freight)

Job Title: Customer Success Manager – Ocean Freight

Location: Mumbai (chembur)/Ahmedabad/Jaipur/Gurgaon
Department: Customer Success / Sales

Job Summary

We are looking for a proactive and customer-centric Customer Success Manager – Ocean Freight to manage and nurture relationships with existing customers, ensuring their complete satisfaction and long-term retention. The ideal candidate will be responsible for driving upsell opportunities, ensuring timely problem resolution, delivering proactive service, and helping customers maximize the value of our solutions.

Key Responsibilities

• Customer Relationship Management
• Serve as the primary point of contact for assigned customers managing ocean freight (exports/imports).
• Build and maintain strong, long-lasting customer relationships through consistent and value-added communication.
• Schedule and coordinate monthly face-to-face or virtual meetings between customers and Business Managers/outside sales team.
• Proactive Communication & Quotation Updates (Most Important KRA)
• Regularly update and share rate quotations, shipment statuses, and any other relevant updates proactively.
• Ensure no customer is left waiting for information — be ahead of the curve.
• Problem Solving & Issue Resolution
• Address and resolve customer issues promptly and professionally, ensuring a high level of satisfaction.
• Coordinate internally with operations, documentation, and IT teams to resolve bottlenecks swiftly.
• Revenue Growth & Upselling
• Identify opportunities to upsell additional services across the supply chain.
• Work towards handling 100% of the customer’s ocean freight business (exports + imports).
• Consistently follow up with customers to increase Clearship’s wallet share.
• Customer Onboarding & Training
• Guide and train customers on new system features, SOP changes, or IT developments.
• Ensure a smooth and supportive onboarding experience for new or transitioning clients.
• Accounts & Collections Coordination
• Follow up on outstanding payments and ensure timely collections in coordination with the finance team.
• Customer Retention
• Monitor customer satisfaction and engagement.
• Take preemptive steps to prevent churn. N

Key Requirements

• Bachelor’s degree (preferred in Logistics, Business, or related field).
• 5+ years of experience in customer success, account management, or ocean freight operations.
• Strong understanding of ocean freight (import/export documentation, pricing, trade lanes).
• Proactive, problem-solving mindset with excellent follow-up discipline.
• Excellent verbal and written communication skills.
• Strong negotiation and interpersonal skills.
• CRM and logistics system proficiency preferred.

Job Types: Full-time, Permanent

Pay: ₹1,000,000.00 - ₹1,400,000.00 per year

Experience:

• Total : 5 years (Preferred)
• KAM or customer relations in ocean freight: 4 years (Preferred)

Work Location: In person