Customer Care Manager

Customer Care Manager

Own the ongoing health, satisfaction, and retention of customer accounts after implementation — building trusted relationships and ensuring customers realize lasting value from the Navion platform.

Navion helps logistics operators move from reactive, labor-heavy workflows toward more efficient, increasingly agentic operations. The Navion Logistics Platform removes friction across the order-to-cash workflow by connecting planning, ordering, execution, visibility, and billing into a more continuous operational flow.

Our platform includes four connected components:
Keep Fill (Inventory Intelligence & Automated Replenishment), SPOT (Unstructured Order Intake Turned into Actionable Work), Portal (Real-Time Visibility Across Orders and Documents), and Back Office (Order-to-Invoice Reconciliation and Billing Readiness).

Navion works alongside existing TMS and document systems, helping carriers reduce manual work, improve workflow continuity, and scale without adding unnecessary complexity.

Navion is seeking a Customer Care Manager to own the ongoing health, satisfaction, and retention of customer accounts after implementation. This role assumes formal ownership of the customer relationship from the Technical Project Manager once deployment is complete and becomes the primary post-launch leader responsible for ensuring the customer realizes value from the Navion platform over the life of the contract.

This is a high-trust, operationally critical role. Navion customers rely on the platform inside complex logistics environments where workflow continuity, responsiveness, and system reliability directly affect day-to-day execution. The Customer Care Manager must be able to build strong relationships across customer stakeholders, maintain confidence in high-pressure situations, drive issue resolution across internal teams, and ensure the customer continues moving from reactive operations toward a more stable, scalable, and efficient operating model.

The right candidate combines customer leadership, operational judgment, strong communication skills, and enough technical fluency to coordinate effectively across product, engineering, support, and customer teams.

This is an AI-native role. The Customer Care Manager we hire already runs AI across their book of business today — monitoring account health continuously, synthesizing signals before they surface as escalations, preparing for customer conversations at a depth manual effort cannot match, and building playbooks the whole CS team can build on. We are not hiring someone we will onboard into AI.

We are hiring someone who will push our customer success practice forward and raise the team's floor.

• Own the customer relationship after handoff from implementation and deployment, becoming the primary point of accountability for post-launch customer success.
• Lead structured customer transitions from the Technical Project Manager into steady-state account ownership, ensuring continuity in communication, priorities, risks, and success metrics.
• Build trusted relationships with customer stakeholders across operations, dispatch, billing, back office, and leadership teams.
• Ensure customers are achieving measurable value from the Navion platform and progressing toward stronger workflow continuity, reduced manual effort, and improved operational performance.
• Run regular customer operating cadences, including check-ins, business reviews, issue reviews, adoption planning, and strategic account conversations.
• Monitor account health across adoption, engagement, support trends, workflow performance, customer sentiment, renewal risk, and expansion potential.
• Proactively identify friction points, usage gaps, process…