Customer Success Manager (Logistics)

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      "role": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><br></p><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">ABOUT THE GO-TO-MARKET TEAM</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">The Go-to-Market (GTM) team at GenLogs is responsible for bringing our Truck Intelligence™ platform to the organization that depend on trustworthy, real-time freight visibility. We work directly with brokers, carriers, shippers, insurance companies, and ports to define problems, scope operational deployments, and scale high-impact programs.&nbsp;</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">The Customer Success function is one of many distinct arms of the larger GTM umbrella, which also includes: Business Development, Sales, Pre-Sales, Customer Support, Partnerships, Channel, and Marketing</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">We are responsible for all post-sale activities of the customer base, including account management, expansion, and renewal.</span></li></ul><h2 style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">ABOUT THE JOB</span></h2><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:13pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">The primary focus of the Customer Success Manager role is to provide world-class customer experience for our install base. As a CSM, you will own a book of business and be in charge of driving adoption, value, and long term customer satisfaction within your customer base. You will act as the primary point of contact for your customers, understand each customer’s unique needs, and ensure they succeed.</span></p><h2 style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">WHAT YOU’LL DO</span></h2><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">LSP Account Management</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">: Manage customer book of around $3 million ARR within the logistics service provider (LSP) vertical</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Implementation and activation</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">: Onboard new customers and guide them through product setup, training, and initial usage to ensure successful implementation.</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Training and enablement: </strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Develop and execute customer success playbooks and resources to drive customer adoption.</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">QBRs and strategic alignment</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">: Conduct regular stakeholder check-ins and business reviews with customers to assess progress, gather feedback, and discuss future goals.</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Expansion and renewal</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">: Develop an upsell and renewal strategy based on usage data, stakeholder feedback, and customer goals. Ensure a high level of revenue retention and expansion. Partner closely with Sales for largest upsell opportunities.</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Quarterly travel </strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">for industry conferences, QBRs, and onsite customer meetings</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">User support</strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">: collaborate with Support and Engineering teams on user issues</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Customer and user advocacy: </strong></b><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Serve as the liaison between customers and internal teams, such as Product, Engineering, and Data teams</span></li></ul><h2 style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">QUALIFICATIONS</span></h2><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Roll-up-your-sleeves attitude—you thrive in ambiguity and can execute as well as strategize.</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">5+ years experience in account management or customer success</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Experience in managing customer success programs, customer retention, and upselling strategies.</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Excellent written communication and documentation skills</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Strong track record of building customized reports and presentations to unlock customer insight</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Strong problem-solving abilities</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">B2B SaaS experience preferred</span></li><li style=\"color:rgb(0,0,0);font-size:13pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Transportation or logistics experience required</span></li></ul><h2 style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;line-height:1.6;font-size:29pt;font-weight:600;letter-spacing:0.5px;margin-top:18px;margin-bottom:4px;padding-left:0px;\"><span style=\"color:rgb(0,0,0);font-size:12pt;white-space:pre-wrap;\">BENEFITS</span></h2><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Healthcare</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Employer-covered comprehensive medical, dental, and vision plans for employee and dependents</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Employer contribution towards premiums of optional higher-end 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0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Company holidays (GenLogs observes all federal US Government holidays)</span></li><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Flexible leave for caregiving and medical needs</span></li></ul><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;\"><b><strong style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">Family Support</strong></b></p><ul data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 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data-pattern=\"discCircleSquare\" data-depth=\"1\" style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;margin:8px 0px;line-height:1.6;padding:0px 0px 0px 32px;list-style-type:disc;\"><li style=\"color:rgb(0,0,0);font-size:11pt;margin:3px 0px;letter-spacing:0.25px;line-height:1.6;\"><span style=\"color:rgb(0,0,0);font-size:11pt;white-space:pre-wrap;\">401(k) plan</span></li></ul>",
      "company": "<meta><p style=\"font-family:&quot;Basel Grotesk&quot;,Arial,sans-serif;font-size:11pt;font-weight:400;line-height:1.6;letter-spacing:0.25px;margin:4px 0px;padding:0px;text-align:start;\"><span style=\"white-space:pre-wrap;\">GenLogs is a hardware, software, and data company building the next generation of Truck Intelligence™. Our mission is to build unbreakable supply chains in order to make our world safer and stronger. Through a nationwide network of sensors, we help our customers source carriers, eliminate fraud and theft, and provide real-time visibility on every truck in America. By operating at the intersection of edge sensing, computer vision, AI-driven analytics, and large-scale field deployment, GenLogs is transforming how transportation data is captured, secured, and commercialized.</span></p>"
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