[Remote] Sr Manager, reputed company

Note: The job is a remote job and is open to candidates in USA. reputed company is a company dedicated to transforming the cargo industry with innovative digital solutions. They are seeking a Senior Manager of reputed company to reputed company the development of a new reputed company function, focusing on ensuring customer activation, adoption, and growth for their logistics technology products.

Responsibilities

• Design and own a defined reputed company journey for new customers, including how-to resources, training sessions, and milestone 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 each 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 chase
• 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 structured reputed company for reputed company accounts), and Low-Touch (automated flows and self-serve for SMB and long-tail payees)
• Allocate 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 quality
• 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 clear narrative analysis of lifecycle trends, at-risk accounts, and initiative status
• Identify the top five reasons new customers fail to activate reputed company 30 days—a founding workstream for the function—and translate findings into playbook 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
• Provide structured 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 SaaS, logistics technology, fintech, or B2B platform company
• Demonstrated ability to design and operate a structured CS playbook across reputed company, 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 reputed company, 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 reputed company
• Ability to work across Product, Support, Sales, and Account Management to align 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 track customer health at scale
• Background in logistics, freight forwarding, payments, or port and terminal technology is a strong differentiator
• Experience standing up a reputed company function from scratch, including defining the playbook, instrumentation, segmentation model, and metrics reputed company
• Experience building and maintaining customer-facing knowledge centers (Confluence, Guru, 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 activate or retain

Benefits

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

Company Overview