Account Manager

As our technology continues to disrupt and transform the critical yet highly antiquated logistics industry, freight brokerages are turning to Transfix's SaaS solutions to price smarter, automate their workflows, and grow their margins. That's why we are looking for an Account Manager to join our team. Reporting directly to our Director of Customer Success, this role will own the relationships with our brokerage customers after the sale, making sure they get real, measurable value from our platform.

As Account Manager, you'll be the primary point of contact for a book of brokerage customers. You'll guide them through onboarding and adoption, lead business reviews, manage renewals, and find new ways for them to grow within the Transfix ecosystem. You'll also be the voice of the customer internally, bringing their feedback to our product, data science, and engineering teams. If you are a customer-obsessed relationship builder who knows the brokerage world and loves technology, this is for you!

• Own a book of freight brokerage customers, serving as their trusted advisor and primary point of contact after the sale.

• Lead customer onboarding and implementation with our Customer Success, Product and Data teams, making sure new customers are set up, integrated with their TMS, and seeing value quickly.

• Drive adoption across each account by training customers’ key users (brokers and pricing teams), sharing best practices, and helping users get the most from our pricing, data, and automation tools to build internal champions and high levels of adoption and usage.

• Track account health using product usage, customer feedback, and business results, and step in early when an account is at risk.

• Lead quarterly business reviews that show customers the ROI they're getting, such as improved pricing accuracy, faster quoting, and better margins.

• Own renewals from start to finish, and grow accounts by identifying opportunities for additional users, offices, or products.

• Bring customer feedback to our product, data science, and engineering teams to help shape the product roadmap, while also being familiar with our products to suggest pre-existing solutions to customer requests.

• Partner with product support and engineering to resolve customer issues quickly and communicate clearly while they're being fixed.

• Keep account records, activity, and renewal forecasts accurate and up to date in Hub Spot.

• Collaborate with marketing to develop case studies, testimonials, and customer reference programs.

• You have 3+ years of experience in account management, customer success, or sales, ideally at a B2B SaaS company, with a track record of strong retention and growing accounts.

• You know the freight brokerage world. Whether you've worked at a brokerage or sold software to one, you understand how brokers quote, price, cover loads, and work with carriers.

• You've managed renewals and expansion, and you're comfortable owning targets for both.

• You're comfortable talking about data, pricing models, and integrations, and you can explain technical concepts in plain language.

• You love solving complex problems and stay calm when a customer needs help fast.

• You have strong communication skills, verbal, written, and presentation, and you thrive in a room full of customer decision makers.

• You're organized and data-driven, and you've used a CRM such as Hub Spot or Salesforce to manage your book of business.

• You’re intuitive and can anticipate customer needs or problems before they even have to submit a ticket or send an email.

• You're flexible, adaptable, and excited by the pace of a growing company that is changing how a traditional industry works.

• You're willing to travel up to 10%…