5-7 years of experience in SaaS Customer Success and Account Management, ideally in transportation.
Proven ability to manage technical applications and collaborate with technical teams.
Familiarity with Salesforce, Intercom, and ChurnZero is a strong plus.
Expertise in delivering technical demonstrations tailored to customer needs.
Strong relationship management skills, particularly with C-Level and senior leadership.
Negotiation skills for contract creation and favorable business outcomes.
Ability to work independently and creatively solve customer challenges.
Responsibilities
Manage customer relationships post-launch to ensure retention and satisfaction.
Oversee the onboarding process and customer experience throughout their lifecycle.
Review technical configurations to optimize platform use for customers.
Develop and implement a communications strategy to maintain high satisfaction levels.
Conduct regular customer success reviews and address any outstanding issues.
Demonstrate product capabilities to enhance customer experience and relationships.
Collaborate with internal teams to identify additional sales and service opportunities.
Benefits
Full-time position with a focus on customer success.
Opportunity to work closely with cross-functional teams.
Engagement in regular customer success reviews for continuous improvement.
Chance to influence customer satisfaction and retention strategies.
Full Job Description
Location: Dallas, TX (Onsite)
FLSA Status: Exempt
Reports To: Customer Success Team Lead
Status: Full-Time
Role Description:
Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This Customer Success Manager will be responsible for the full customer experience including customer application optimization, management, retention and revenue expansion.
Your role:
Manage the customer relationship post go-live to ensure customer retention and high customer satisfaction, doing regular consultations with customers to ensure the application is optimized per the customer's needs.
Manage the customer experience from front to end, onboarding of customers throughout the life of the customer on Highway's platform.
Ensure the best ongoing engagement throughout the customer's lifetime, reviewing technical configurations appropriate to the customer's needs for an optimized platform experience.
Putting forth and enacting a communications strategy that maintains and fulfills high customer satisfaction.
Conducting customer success reviews bi-weekly, monthly, quarterly and engaging internally to resolve outstanding concerns.
Highly skilled in demonstrating the technical capabilities of the product in order to optimize the customer's experience and ensure a long-term customer relationship.
Providing ongoing support to existing customers and resolving issues.
Work closely with other internal teams to provide customer insights that state additional sales and service opportunities.
Qualifications
Highly experienced in SaaS Customer Success and Account Management, preferably in the transportation industry.
Experienced in managing technical applications, working cross-departmentally with technical teams as required to ensure optimization of Highway's platform.
Experience with tools such as Salesforce, Intercom, ChurnZero is highly preferred.
Highly skilled in delivering technical demonstrations to customers to ensure their account is fully optimized, highlighting the product and customizing solutions per their need.
Proficient at managing customer relationships and communicating with C-Level, Senior Leadership and technical leaders within an organization.
Highly skilled in negotiation, contract creation, negotiating business outcomes favorable to Highway while solving customer's needs.
Ability to work independently and manage customer needs autonomously by thinking outside the box for customer solutions.
Exceptional communication and interpersonal skills.
SaaS experience is highly preferred.
Bachelor's degree in Computer Science, Information Technology or Business Administration highly preferred.
