Customer Success Manager

Description:

The OpenTrack platform includes an enterprise web application, API service, and customer white label portal which gives companies unprecedented access to end-to-end ocean container visibility, performance metrics and predictive insights.

Our customers are some of the most iconic brands and logistics companies in the world, and we have already transformed the way they work. We are an international team (Nashville, New York, Europe) with a growing presence at our Nashville HQ. We value autonomy, curiosity, and having a good time. We’re seeking a qualified candidate to join our team in the Customer Success Manager role.

Responsibilities:

• Provide comprehensive training and support to stakeholders during onboarding for smooth adoption of OpenTrack solutions.
• Manage key accounts to ensure satisfaction, retention, and growth.
• Collaborate with product and sales teams to understand customer needs and identify growth opportunities.
• Address customer feedback promptly to deliver excellent service.
• Streamline processes to improve Customer Success team efficiency.
• Align with product and sales teams on customer needs and growth opportunities.
• Drive revenue through upsell and cross-sell initiatives.
• Advocate for customers, shaping product development through feedback.
• Utilize data to track usage metrics and maximize platform value.
• Proactively mitigate churn risks by resolving customer challenges.

Qualifications:

• A minimum of 3 years of experience in a SaaS/Customer Success role, preferably with customer-facing responsibilities.
• Strong affinity and interest in data, technology, and continuous learning.
• Exceptional problem-solving abilities and excellent communication skills.
• The 'startup' mindset, where no task is considered too big or too small.