Customer Success Manager

Role Overview:

We are seeking a high-calibre professional to join our wider sales organization in a dual-mandate role: ensuring the long-term success of our global customers and driving incremental revenue growth through the expansion of our service portfolio.

You will be the "one face to the customer" for senior decision-makers, transitioning them from initial onboarding to a deeply embedded, strategic partnership with both Cargoo and Commodity Supplies AG (CSA).

Responsibilities:

• Identify and execute upsell opportunities for advanced Cargoo functionalities (e.g., CO2 Reporting, Workflow Engine, BI Reports).
• Cross-sell the full suite of CSA services, including strategic freight procurement, global freight forwarding, and 4PL Ocean Control Tower capabilities.
• Establish and maintain high-level relationships with customer decision-takers to ensure satisfaction and long-term retention.
• Advise customers on how to improve platform usage to gain efficiencies and see tangible ROI/value.
• Proactively monitor "Customer Health" scores to spot risks and implement improvement plans when necessary.
• Manage a rigorous communication cadence, including the delivery and discussion of monthly PowerBI-based scorecards.
• Lead Quarterly Business Reviews (QBRs) and strategic assessment sessions to align on the customer's long-term roadmap.
• Collaborate with Marketing to develop customer success narratives, case studies, and testimonials.
• Represent the company alongside customers at industry conferences and networking events.

Requirements:

• At least 5–10 years of background in Supply Chain Logistics, with a strong preference for experience in Freight Forwarding and 4PL operations.
• Comfortable navigating complex SaaS platforms and leveraging data (PowerBI) to tell a compelling story to stakeholders.
• Passionate for cutting-edge technology solutions to excel our customer´s operational pain points
• Proven track record in Key Account Management with the ability to manage complex internal and external stakeholder landscapes.
• A proactive sales approach to account management, focused on identifying pain points and converting them into revenue-generating business cases.