Strategic 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 Senior Customer Success Manager role is to drive strategic customer partnerships and maximize long-term customer value within GenLogs’ largest and most complex accounts. As a Senior CSM, you will own a portfolio of high-value customers and operate as a trusted advisor to executive and operational stakeholders. You will develop account strategies, guide complex implementations, drive executive alignment, and identify opportunities for long-term growth and expansion.

WHAT YOU'LL DO

• Enterprise Account Management: Own and manage a portfolio of strategic Enterprise customers.
• Strategic onboarding and implementation: Lead complex deployments involving multiple stakeholders, business units, and workflows to ensure successful customer outcomes.
• Executive stakeholder management: Build trusted relationships across customer organizations, including operational leaders, directors, and executive stakeholders.
• Strategic account planning and QBRs: Develop account plans and lead executive business reviews focused on ROI, adoption trends, strategic initiatives, and business impact.
• Expansion and renewal ownership: Drive long-term account growth strategies and revenue retention across Enterprise accounts. Partner closely with Sales leadership on expansion opportunities and contract renewals.
• Cross-functional leadership: Coordinate closely with Product, Engineering, Data, Support, and GTM teams to advocate for customer priorities and influence roadmap discussions.
• Customer insights and advocacy: Identify patterns, customer needs, and strategic opportunities that shape product direction and improve customer outcomes.
• Travel: Travel quarterly or as needed for executive meetings, customer workshops, QBRs, and industry events.

QUALIFICATIONS

• Roll-up-your-sleeves attitude, you thrive in ambiguity and can execute as well as strategize.
• 7+ years of experience in Customer Success, Strategic Account Management, or related customer-facing roles.
• Experience managing large, complex enterprise portfolios with multi-million-dollar revenue responsibility and high-value customer relationships.
• Demonstrated success driving customer retention, expansion, and executive-level relationships.
• Strong experience with account planning, executive presentations, and business reviews.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Proven ability to influence cross-functional teams and operate in fast-paced environments.
• 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