Customer Success Manager

Salary Range: $65,000.00 To $75,000.00 Annually

Cymax Group Technologies is a leading eCommerce technology and logistics services platform for big & bulky vendors and retailers. We maximize the best of technology, automation, and AI to simplify the complexities of eCommerce through our two products - Channel Gate and Freight Club. Our remote-flexible team works to support our partners from the US and Canada.

Freight Club is the all-in-one shipping platform for medium to large-sized retailers. At Freight Club, we help you simplify your shipping process by enabling you to effortlessly manage everything from quoting, booking, and tracking to complete claims management and shipping protection – all on one platform with zero subscription fees.

Freight Club is a leading provider in the shipping industry, dedicated to delivering exceptional service and innovative solutions to our clients. We are looking for a passionate and driven Customer Success Manager to join our team and help us continue to grow and succeed.

As a Customer Success Manager at Freight Club, you will play a crucial role in ensuring the growth, retention, and satisfaction of our customers. Your efforts will significantly impact the overall performance of our business.

This is a hybrid role, based in the Vancouver, BC area. The ideal candidate will work 2 days in the Vancouver office, with the flexibility to work remotely for the remainder of the week.

• Relevant experience in customer success, sales, or analysis at a fast-paced company (preferably in a similar role at a SaaS company).
• Natural relationship builder with a demonstrated ability to understand and service complex client needs.
• Proactive and solutions-oriented, with the ability to work both autonomously and as part of a team to drive excellent results.
• Strong analytical mindset, time management skills, and attention to detail.
• Familiarity with SaaS products, CRMs, and Excel.
• Active listener who can identify client needs and a problem solver who can provide solutions to ensure client growth.
• Excellent written and verbal communication skills.
• Quick learner who can expand their industry knowledge and use new tools/systems to assist clients.

• Onboarding New Clients:Ensure that the client understands the platform and knows which channels to communicate through, monitor their first shipments and resolve any immediate issues, actively scale our new business opportunities.
• Client Relationship Management: Build and maintain long-lasting relationships with our enterprise clients, focusing on scaling their existing business with Freight Club.
• Product Expertise: Maintain a deep understanding of our products, the shipping industry, and the competitive landscape to confidently articulate what sets us apart.
• Client Support: Understand every feature within the Freight Club application to assist with the onboarding and ongoing performance of our clients.
• Collaboration: Work closely with all Freight Club teams to resolve large-scale client issues and prevent churn.
• Account Audits: Conduct account audits and reviews to provide program recommendations.
• Data Analysis: Identify ongoing pain points (e.g., damages, overage invoices, rating errors) and spot potential growth opportunities (e.g., win/loss analysis, SKU optimization, carrier opportunities, and integrations for effective scaling).

• Impact: Your work will directly influence the success and satisfaction of our clients.
• Growth: Opportunities for professional development and career advancement.
• Hybrid-First Environment
  :
  Embrace flexibility and choice.
• Culture: A collaborative and supportive work environment where your contributions are valued.

At our company, we thrive…