Customer Success Manager
HybridSan Francisco, California, United States
Job Summary
Own the end-to-end relationship with a portfolio of customers, managing onboarding through renewal and expansion. Run regular strategic check-ins to track performance, surface insights, and align on priorities while developing a deep understanding of each customer's business goals and workflows. Translate customer feedback and pain points into clear product requests, partnering with internal teams to drive solutions and identify expansion opportunities. Serve as the internal voice of your customers, keeping both customer-side and internal stakeholders aligned and informed. This role thrives on building deep customer relationships and driving measurable value across logistics and supply chain accounts, collaborating closely with product and engineering teams to ensure customer needs shape what we build.
Required Qualifications
- 5+ years in a customer-facing role (Customer Success Manager, Account Manager, or similar)
- Proven track record of building trusted, long-term relationships with business stakeholders
- Strong communicator — able to distill complexity into clear, actionable insights for any audience
- Sharp organizational skills with a relentless focus on follow-through; nothing falls through the cracks on your watch
- Commercially minded — you think about retention, growth, and value delivered in equal measure
- Comfortable working cross-functionally with product and engineering teams, even if you're not technical yourself
- Startup DNA: adaptable, curious, and energized by owning outcomes in a fast-moving environment
Desired Qualifications
- Experience in logistics, supply chain, or operations-heavy industries
- Background in SaaS or data-driven products
- Familiarity with process improvement, workflow automation, or systems integrations
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