Customer Success Manager

ABOUT THE GO-TO-MARKET TEAM

• The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs. 
• The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing
• We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal.

ABOUT THE JOB

The primary focus of the Customer Success Manager role is to provide world-class customer experience for our growing customer base. As a CSM, you will own a portfolio of Mid-Market logistics customers and be responsible for driving adoption, customer outcomes, and long-term retention. You will act as the primary point of contact for your customers, understand each customer’s operational workflows and business goals, and ensure they realize measurable value from GenLogs’ Truck Intelligence platform.

WHAT YOU'LL DO

• Mid-Market Account Management: Manage a book of business across Mid-Market logistics customers.
• Implementation and activation: Own onboarding and implementation efforts for new customers, ensuring successful setup, user activation, and operational integration.
• Training and enablement: Develop and execute scalable customer success playbooks, workflows, and training resources that drive product adoption.
• QBRs and business alignment: Conduct regular customer check-ins and business reviews focused on KPIs, usage trends, outcomes achieved, and future objectives.
• Expansion and renewal: Identify growth opportunities through customer usage patterns, evolving business priorities, and stakeholder feedback. Drive renewals and expansion opportunities while partnering with Sales on larger opportunities.
• Cross-functional collaboration: Work closely with Support, Product, Engineering, and Data teams to resolve customer challenges and communicate customer feedback.
• Customer advocacy: Serve as the voice of the customer internally, surfacing insights that improve product development and customer experience.
• Travel: Travel periodically for customer meetings, industry conferences, and onsite engagements.

QUALIFICATIONS

• Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
• 4+ years of experience in Customer Success, Account Management, or related customer-facing roles.
• Experience managing a portfolio of Mid-Market B2B customers with multi-million-dollar revenue responsibility.
• Demonstrated success driving retention, customer adoption, and expansion.
• Strong written communication and presentation skills.
• Strong analytical and problem-solving abilities.
• Experience creating customer-facing reporting and executive presentations.
• B2B SaaS experience required.
• Transportation/logistics or commercial auto insurance experience preferred.

BENEFITS

Healthcare

• Employer-covered comprehensive medical, dental, and vision plans for employee and dependents
• Employer contribution towards premiums of optional higher-end plans

Time Off

• Unlimited PTO
• Sick leave
• Company holidays (GenLogs observes all federal US Government holidays)
• Flexible leave for caregiving and medical needs

Family Support

• Paid parental leave

Professional Development

• Budget availability for approved professional development courses, certifications, and training

Travel Support

• 100% travel reimbursement for all approved company travel and spending

Retirement Savings

• 401(k) plan