About The Role:The Customer Success Manager owns the full lifecycle of every load from a client and systems perspective, serving as the primary point of contact for Nevoya with every client and broker. This is a revenue protecting, relationship deepening role. Getting paid correctly on every load, including all accessorials, is a core accountability, and expanding freight with existing clients is the growth mandate.
You are the face of Nevoya to every client and broker you work with, responsible for deepening those relationships, ensuring carrier metrics are met, and resolving issues before they escalate. When something changes on a load, whether it's a delay, a driver callout, or an exception, you are the first voice the client hears.
This role requires managing multiple client platforms at once, hitting tight response times throughout the shift, and staying calm and client first even when things go wrong. Success looks like clean closeouts, a strong accessorial track record, and clients who see you as their go to person at Nevoya.
What You'll Do:- Retrieve rate confirmations for all loads, especially contract lane freight, from email, customer platforms, or direct client contact
- Structure every load correctly in Apollo with accurate dates, times, and pickup and delivery locations so it is dispatch ready
- Ensure all loads for the coming week are built in Apollo as early as possible
- Own all required status updates and platform actions for contract lanes and other client platforms
- Audit platform statuses at the start and end of each shift, correcting and documenting any load status that was auto flipped or incorrectly completed
- Monitor the shared inbox and route items requiring another team member's response
- Respond to all client communications within 15 minutes while on shift
- When a driver calls out, contact the client immediately to notify them, provide an updated ETA, and explore whether another carrier could cover the load while an internal solution is worked
- Notify clients immediately of any delay with an updated ETA and clear explanation, and follow up until the load is delivered or resolved
- Own customer exception handling end to end, including escalation when metrics or data signal a problem
- Confirm all loads from each shift are fully closed in Apollo and the client platform before going off shift, with complete departure and arrival times and all billing charges entered
- Identify all potential accessorial charges, including detention, TONU, and dry run, and obtain client approval within the required window, typically 24 to 48 hours after the load event
- Track on time performance and customer facing service metrics
- Maintain a daily communication cadence with clients and share feedback and trends with the commercial and operations teams
What You'll Bring To The Table:- 2 or more years in freight operations, dispatch, track and trace, or logistics customer success on the carrier or brokerage side
- Working knowledge of TMS platforms and broker or client portals such as Navisphere, RXO, or TQL
- Demonstrated ability to manage high volume, multi channel client communication under time sensitive SLAs
- Strong documentation discipline with accurate load data, times, and accessorial records
- A customer experience mindset focused on creating not just a positive experience, but a memorable one
Desired Experience:- Experience with contract lane freight and accessorial billing, including detention, TONU, and dry run
- Familiarity with drop trailer and dedicated lane operations
- A track record of speed of execution and ownership
