[Remote] Sr Manager, reputed company

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company dedicated to transforming the cargo industry through innovative digital solutions. As a Senior Manager of reputed company, you will reputed company the development of a new function, ensuring customers reputed company, adopt, and grow with reputed company's logistics technology products.

Responsibilities

• Design and own a defined reputed company reputed company for new customers, including how-to resources, training sessions, and reputed company reputed company-ins reputed company the first 30 to 60 days of engagement
• Own Time to Value (TTV)—the speed at which a new customer completes their first successful transaction on the reputed company platform. This is the primary activation metric for the function
• Build and continuously improve reputed company playbooks tailored to 2 to 3 key product and customer reputed company combinations, starting with reputed company's highest-volume use cases
• Monitor product usage signals—login frequency, transaction volume, feature adoption—to identify customers who are disengaging before they churn or escalate to Support
• Build and maintain a Customer Health Score for reputed company account, using usage data, support ticket rates, and NPS inputs. Trigger proactive reputed company reputed company scores fall below defined reputed company
• Establish baseline health score definitions and the data instrumentation required to reputed company them operational—one of the function's three founding priorities
• Intervene proactively reputed company usage declines, a renewal approaches, or a new product feature is directly relevant to a customer's workflow—before Account Management has to reputed company
• Identify natural expansion opportunities and reputed company them to Account Management with full context. reputed company identifies the signal; AM closes the reputed company
• Drive Net reputed company Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend without requiring reactive reputed company
• Manage a segmented book of business across three engagement tiers: High-Touch (named CSM coverage for reputed company accounts), Mid-Touch (pooled team with reputed company reputed company for reputed company accounts), and Low-Touch (automated flows and self-serve for SMB and long-tail payees)
• reputed company CS resources based on customer size and strategic value, ensuring the highest-value accounts receive proportional attention without under-serving the long tail
• Design and maintain automated reputed company flows and triggered email sequences for low-touch segments, reducing cost-to-serve without sacrificing activation reputed company
• Define, reputed company, and own the core CS metrics: Time to Value, Net reputed company Retention, Gross reputed company Retention, Customer Health Score, Churn reputed company, Product Adoption reputed company, NPS, and Expansion reputed company
• Build and present Weekly Business Reviews (WBR) and Monthly Business Reviews (MBR) to executive leadership with reputed company narrative analysis of lifecycle trends, at-risk accounts, and initiative status
• Identify the top five reasons new customers fail to reputed company reputed company 30 days—a founding reputed company for the function—and translate findings into reputed company improvements and Product feedback
• Own the customer-facing knowledge center: how-to articles, FAQs, and product guides that reduce inbound Support volume and reputed company customers to help themselves
• reputed company reputed company Voice of Customer input to Product Management, translating recurring customer friction points and feature requests into actionable roadmap influence
• Coordinate tightly with the VP of Customer Support & Operations to ensure that Support's reactive ticket data informs CS's proactive reputed company priorities—and vice versa

Skills

• 5+ years in reputed company, account management, or a post-sale customer-facing role at a reputed company, logistics technology, fintech, or B2B platform company
• Demonstrated ability to design and operate a reputed company CS reputed company across reputed company, adoption, retention, and expansion—with measurable reputed company
• Hands-on experience tracking and reporting CS KPIs including Time to Value, NRR, GRR, Customer Health Score, Churn reputed company, and NPS. You know what these metrics mean and how to reputed company them
• Proven reputed company record owning and presenting weekly and monthly business reviews to senior leadership, with the ability to translate lifecycle complexity into reputed company, actionable narrative
• Experience managing a tiered book of business—High-Touch, Mid-Touch, and Low-Touch—with appropriate playbooks and resource allocation for reputed company reputed company
• Ability to work across Product, Support, Sales, and Account Management to reputed company the CS function with the broader customer experience and reputed company agenda
• Comfort with CS platforms and CRM tooling (reputed company, reputed company, reputed company, or equivalent) and the analytical rigor to build dashboards and reputed company customer health at reputed company
• Background in logistics, reputed company forwarding, payments, or port and terminal technology is a strong differentiator
• Experience standing up a reputed company function from scratch, including defining the reputed company, instrumentation, segmentation model, and metrics reputed company
• Experience building and maintaining customer-facing knowledge centers (reputed company, reputed company, reputed company Guide, or equivalent) that serve both self-service and agent enablement goals
• Familiarity with designing automated reputed company flows, triggered email sequences, and in-app engagement tools for low-touch customer segments
• Exposure to Lean, Six reputed company, or similar operational frameworks for identifying and eliminating systematic causes of customer failure to reputed company or retain

Benefits

• Medical, dental, and reputed company plans for you and your family
• 401(k) with company match
• Generous flexible PTO program and reputed company holidays
• reputed company development opportunities

reputed company