Customer Success Manager

Customer Success Manager

We're looking for a Customer Success Manager to own critical post-sales work across client onboarding, support, documentation, and success initiatives. This role is ideal for someone with experience in SaaS client launches, customer success operations, and cross-functional project coordination—especially within logistics or supply chain software (WMS, TMS, etc.). You'll play a pivotal role in ongoing client engagement and feature adoption, working through a combination of documentation, support process optimization, and partnership with product and customer-facing teams.

This role is hybrid in Seattle, WA.

Client Launch & Onboarding

• Lead onboarding for new clients, owning project coordination and tracking deliverables
• Manage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teams
• Ensure timely execution of onboarding tasks and client communications

Customer Support Systems

• Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-F
• Drive ongoing improvements to ticket workflows and support escalation processes
• Document recurring issues, resolutions, and product gaps

Documentation & Knowledge Management

• Maintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessible
• Input and categorize client requests, feedback, and feature ideas into internal systems
• Collaborate with internal stakeholders to ensure documentation is aligned with product updates and support needs

Customer Success & Retention

• Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients
• Gather client feedback and operational insights to inform renewal conversations with Sales
• Identify expansion opportunities through observation of client needs and product engagement

Feature Rollouts & Product Enablement

• Work with the Product & Engineering team to gather information on upcoming features/modules
• Support the rollout of new product features through demos, training materials, and documentation updates
• Shape internal/external-facing product documentation in partnership with Product and Marketing teams
• Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact)

Required Qualifications

• 2-4+ years of direct experience in SaaS operations, client onboarding, or customer success
• Proven experience managing client launches or onboarding, especially in partnership with AE/AMs
• Familiarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools)
• Experience in Logistics and Supply Chain, preferably with 3PL exposure
• Ability to travel up to 15%
• Demonstrated experience with Google Sheets or Excel
• Strong project management skills with ability to coordinate across multiple teams and priorities
• Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat)
• Ability to write clear, concise system documentation and instructional content
• Self-starter with excellent organizational and communication skills, who is deeply curious
• Strong problem-solving skills and a service-oriented mindset
• Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes

Nice to Have:

• Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similar
• Familiarity with logistics workflows or client configuration processes
• Prior work in a startup or high-growth environment

The salary range for this role is $120,000 - $145,000. All employees receive company equity as part of their compensation package.