Sr. CSM; Logistics Tech

ABOUT THE ROLE:

We're looking for a Senior Customer Success Manager to own our enterprise customer relationships end to end. Our CS team owns the full commercial relationship, strategic account management, adoption, renewal, expansion, and customer support, working directly with enterprise customers and their C-suite. This is a senior individual-contributor (IC) role for someone who can build trust and credibility at that level.

At the heart of the role is discovery. The best expansion comes from deeply understanding what each customer is really trying to achieve, where their pain sits, and how Portcast turns their data into decisions and measurable business impact. Strong discovery is what lets you deepen adoption, grow your accounts, and drive real revenue from your existing customers, through upsell, cross-sell, and new teams and regions.

You'll also be technically fluent enough to be the customer's first point of contact on their questions and tickets, triaging the issue, working with our Data team to get the answer, and communicating a clear resolution back to the customer, all alongside the strategic work: QBRs, success plans, renewals, and expansion.

• Enterprise customers deeply adopt Portcast with measurable business outcomes, and see you as a trusted advisor at both the operational and C-suite level.

• Discovery that consistently surfaces real customer needs and turns them into adoption, retention, and expansion.

• A steady expansion pipeline from existing accounts (upsell, cross-sell, new teams and regions), with CS trusted, internally and by customers, to identify and drive those deals.

• Fast, credible resolution of customer questions and tickets, in partnership with the Data team, so customers always get reliable answers and stay confident in Portcast.

• Own the full enterprise customer lifecycle: onboarding, adoption, renewal, and retention, ensuring a smooth, high-impact experience.

• Lead discovery: deeply understand each customer’s goals, workflows, pain points, and internal decision processes, so you can grow the account and drive expansion.

• Be a trusted advisor to enterprise stakeholders, including C-suite, aligning Portcast to their strategic goals and addressing their challenges.

• Identify and drive expansion (upsell, cross-sell, new teams, new regions) in partnership with Sales, positioning CS as a credible driver of new revenue from existing customers.

• Own customer questions and tickets: triage the issue, work with the Data team to get the answer, then review and communicate a clear resolution back to the customer.

• Run QBRs, success plans, and regular check-ins, using data, outcomes, and clear narratives to drive adoption and expansion.

• Partner with Product, Data, and Engineering to channel customer feedback and influence the roadmap.

• Analyze customer usage and data to surface actionable insights and continuously improve the customer journey.

• At least 5+ years in a commercial, customer-facing role:
  Customer Success or Key Account Management role within the logistics industry or logistics technology space. An AE/sales or pre-sales/solutions background is good to have.

• Strong discovery is one of the most important skills in this role, it's what lets you expand existing customers and drive new revenue.

• Logistics / logistics-tech domain: familiarity with freight forwarding and global logistics workflows, and the ability to confidently engage customers across operations and commercial stakeholders.

• Comfortable with enterprise customers and their C-suite, with strong stakeholder management across functions and seniority levels.

• Technical fluency: comfortable with basic data, APIs, and SaaS concepts, enough to handle customer…