Remote - Senior Customer Success Manager
Remote · United States
Job Summary
Senior Customer Success Manager for a remote role overseeing a portfolio of mid-market to enterprise SaaS customers in logistics, driving onboarding, implementation, and adoption of the platform; conducts QBRs to demonstrate ROI and identify growth, monitors health metrics to mitigate churn, and partners with Sales to identify upsell/cross-sell opportunities. Collaborates with Product and Engineering to advocate for customer needs and delivers training and enablement for long-term success. Requires 5+ years in SaaS customer success/account management, with a strong preference for logistics/supply chain/freight forwarding experience; proficient in CRM tools (Salesforce, Gainsight, HubSpot) and SaaS metrics; highly organized with ability to manage multiple accounts. About Caliber is a niche recruiting agency focused on freight forwarding and logistics.
Required Qualifications
- 5+ years of experience in Customer Success, Account Management, or Client Services within SaaS
- Experience working with logistics, supply chain, or freight forwarding customers strongly preferred
- Proven track record of managing enterprise accounts and driving retention and expansion
- Strong understanding of SaaS metrics (churn, NRR, adoption, etc.)
- Exceptional communication and relationship-building skills
- Ability to translate complex workflows into actionable solutions
- Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot)
- Highly organized with the ability to manage multiple accounts simultaneously
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