Customer Success Manager

Customer Success Manager

Company: Mamba Logistics
Location: Remote / Hybrid
Job Type: Full-Time

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 monthly customer-service reports.

• Track open customer issues until completion.

• Assist management with customer-retention and service-performance reporting.

• High school diploma or equivalent.

• 2–4 years of experience in customer success, account management, logistics, transportation, customer service, operations, or a related field.

• Excellent written and verbal communication skills.

• Strong relationship-building and problem-solving abilities.

• Excellent organization and follow-through.

• Ability to manage…