Customer Success Manager

Customer Success Manager

Mamba Logistics is seeking a proactive, organized, and relationship-focused Customer Success Manager to support customers throughout their logistics experience. This role will serve as a primary point of contact for assigned customers, helping coordinate shipment activity, resolve service issues, provide timely updates, and strengthen long-term customer relationships.

The ideal candidate combines strong customer-service skills with an understanding of logistics, transportation, shipment coordination, and operational problem-solving.

• Serve as a primary point of contact for assigned customers.
• Build and maintain professional, long-term customer relationships.
• Understand customer requirements, service expectations, and recurring logistics needs.
• Conduct regular customer check-ins and follow-ups.
• Maintain accurate customer profiles, preferences, and communication records.
• Identify opportunities to improve the overall customer experience.
• Coordinate with logistics and operations teams to support customer shipments.
• Monitor active shipments and provide customers with timely status updates.
• Confirm pickup and delivery information when appropriate.
• Follow up on delayed, rescheduled, or exception shipments.
• Ensure customer-specific requirements are communicated to the appropriate operational teams.
• Help coordinate solutions when transportation issues arise.
• Receive and investigate customer concerns regarding shipments, deliveries, documentation, or service.
• Coordinate with carriers, drivers, operations personnel, and management to resolve issues.
• Maintain ownership of customer issues through resolution.
• Provide customers with clear updates regarding corrective actions and expected timelines.
• Document issues, resolutions, and follow-up requirements.
• Escalate complex operational, contractual, financial, or safety matters appropriately.
• Respond to customer inquiries by phone, email, and approved communication platforms.
• Provide clear information regarding shipment status, scheduling, documentation, and service updates.
• Communicate delays and operational changes proactively.
• Maintain professional communication during time-sensitive or high-pressure situations.
• Coordinate internally before providing information requiring operational confirmation.
• Maintain accurate customer account information within CRM and logistics systems.
• Review customer activity and identify recurring service concerns.
• Assist with customer onboarding and implementation of new accounts.
• Coordinate customer-specific procedures and documentation.
• Ensure account notes and service requirements remain current.
• Assist new customers with the onboarding process.
• Collect required customer information and documentation.
• Coordinate with operations to establish customer-specific shipping procedures.
• Explain communication processes, shipment tracking, and support procedures.
• Monitor early customer activity and identify potential onboarding issues.
• Track customer service metrics, shipment issues, response times, and recurring concerns.
• Prepare customer-performance reports and summaries.
• Monitor trends that may affect customer satisfaction or retention.
• Communicate recurring operational issues to management.
• Assist with developing recommendations for service improvements.
• Build strong relationships that encourage customer retention.
• Identify opportunities for additional services based on established customer needs.
• Coordinate with sales or management when a customer has potential expansion opportunities.
• Monitor customer satisfaction and proactively address concerns.
• Assist with customer renewal and retention initiatives.
• Work closely with logistics coordinators, dispatch personnel, operations managers, accounting, carriers, and other internal teams.
• Communicate customer priorities and service requirements clearly.
• Participate in operational and customer-review meetings.
• Follow up on internal action items affecting customer accounts.
• Help improve communication between customer-facing and operational teams.
• Maintain accurate CRM records and customer correspondence.
• Document customer issues, resolutions, meetings, and action items.
• Prepare weekly and…