Customer Success (SaaS)

Role Overview:

As a Customer Success Specialist, you will be responsible for ensuring a smooth product implementation, training customer teams, driving product adoption, monitoring account health, and identifying upsell opportunities. You will act as a strategic advisor, helping clients maximize the value they derive from our SaaS solutions and ensuring long-term success.

Key Responsibilities:

• Product Implementation & Onboarding:

  Lead and oversee the onboarding process, ensuring seamless integration of our SaaS solutions into the clients operations.

• Customer Training:

  Conduct training sessions (both online and on-site) to educate customer teams on best practices, workflows, and new features.

• Product Adoption & Engagement:

  Drive user engagement by proactively assisting customers in maximizing the use of the platform.

• Account Health Monitoring:

  Regularly assess key account health metrics (usage, satisfaction, support requests) and take corrective actions when needed.

• Customer Retention:

  Build strong relationships with key stakeholders to ensure customer satisfaction and renewals.

• Upsell & Expansion:

  Identify opportunities for additional services, add-ons, and new modules to help customers scale their logistics operations.

• Cross-Functional Collaboration:

  Work closely with sales, product, and support team to align customer needs with product enhancements.

• Customer Advocacy:

  Gather and communicate customer feedback to internal teams to drive continuous product improvements.

Qualifications & Skills:

• Experience:

  3+ years in Customer Success, Account Management, or Implementation roles in a SaaS and logistics / transportation industry.

• Domain Knowledge:

  Strong understanding of supply chain, logistics, and transportation management systems (TMS) is a plus.

• Communication:

  Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.

• Analytical Thinking:

  Ability to track and analyze account health data and customer behavior to drive engagement strategies.

• Problem-Solving:

  Strong troubleshooting skills to help customers navigate product challenges.

• CRM & Support Tools:

  Experience with CRM systems (Salesforce, HubSpot) and customer success platforms.

• Adaptability:

  Comfortable working in a fast-paced, evolving SaaS environment.