Broker Customer Success Manager

About the role

We are looking for a Broker Customer Success Manager to be the primary point of contact for a portfolio of broker customers in the transportation and logistics sector. You will build strong relationships, drive retention, and help customers adopt our solutions.

Key responsibilities

• Build and maintain long‑term relationships with broker customers.
• Drive customer retention by proactively identifying and managing at‑risk accounts.
• Lead customer onboarding to ensure successful adoption and engagement.
• Develop and execute reactivation strategies for inactive and churned customers.
• Identify opportunities to upsell subscription upgrades, compliance tools, credit solutions, and partner services.
• Analyze customer health, satisfaction, and feedback to improve the customer experience.
• Maintain a strong understanding of your territory, including market trends, competition, customer profiles, and growth opportunities.
• Profile key accounts and develop territory growth strategies.
• Serve as the voice of the customer by sharing insights with Product, Marketing, Sales, and Support teams.
• Collaborate across departments to improve processes and contribute to business goals.

Required profile

• Experience in Customer Success, Account Management, or Client Relationship Management within a B2B environment.
• Strong knowledge of the freight, transportation, or logistics industry.
• Proven ability to build trusted customer relationships and drive retention and account growth.
• Experience identifying upsell and cross‑sell opportunities.
• Strong analytical and problem‑solving skills with the ability to interpret customer data and trends.
• Excellent communication and organizational skills.
• Ability to manage multiple priorities in a fast‑paced environment.

Required skills

• Salesforce (or similar CRM platform)