About The Role:The Customer Success Manager is the face of Nevoya to every client and broker we work with. This is a revenue protecting, relationship deepening role: make every interaction so reliable and responsive that clients see Nevoya as their easiest carrier and you as their go to person.
We think about customer experience the way great hospitality operators do. Anticipating needs before they're spoken. Knowing each client the way a great host knows their regulars. Treating a service failure as a chance to win deeper loyalty through the recovery.
Nevoya is an AI-native carrier, and this role reflects that. You'll work alongside AI agents that monitor loads, draft communications, and flag exceptions, using them to deliver responsiveness no traditional carrier can match while bringing the judgment and relationship instincts technology can't replace.
What You'll Own:- The client relationship. Primary point of contact for every client and broker in your book, deepening those relationships over time
- Proactive communication and service recovery. Clients hear about problems from you first, with an updated ETA and a plan, and the follow through turns failures into deeper trust
- AI-augmented customer experience. Using AI agents to anticipate issues, personalize communication, and respond faster than manual processes allow
- The human-AI boundary. As customer communication evolves across email, calls, and portals, you'll help decide which touchpoints stay human and which get automated, and own the quality of both
- Issue documentation and root cause analysis. Every issue and resolution documented with agentic help, feeding a weekly root cause analysis that turns exceptions into fixes
- Revenue protection. Getting paid correctly on every load, including all accessorials
- Growth within accounts. Expanding freight with existing clients by earning the right to more of their business
What You'll Bring:- 2+ years in a high-touch customer facing role. Freight, dispatch, or logistics customer success is a natural fit, but so is hospitality: hotel guest services, restaurant management, concierge, or events
- Hands-on familiarity with AI tools. Required, not preferred
- High volume, multi channel communication under time pressure, with strong documentation discipline
- Composure when things go wrong and a drive to create memorable, not just positive, experiences
Desired Experience:- Freight or logistics background, including accessorial billing and drop trailer or dedicated lane operations
- Experience working alongside AI agents in an operational or customer facing role
We'll Teach You Freight:If you come from hospitality, you already have the hardest skills to teach. We can teach you loads, lanes, and accessorials.
If you have any other questions please email our Recruiting Team directly @ 
