Customer Success (Enterprise / SaaS Customer)

As the Enterprise SaaS Customer Success Manager, you will own and shape the end-to-end post-sales lifecycle for strategic accounts—from onboarding and adoption to value realization and renewal. You’ll partner with sales, product, solutions engineering, data, and support to ensure customers achieve desired outcomes, derive measurable ROI, and expand their footprint across LogisticsNow products (including Lorri). You’ll be a trusted advisor, evangelist for customer needs, and a driver of long-term customer health and retention.

What You’ll Own:

✅ Full post-sales ownership for enterprise clients, from onboarding to renewal.

✅ Develop and execute GTM strategies in collaboration with leadership and cross-functional partners.

✅ Build, hire, and lead an enterprise SaaS customer success function as LogisticsNow scales.

✅ Collaborate with Tech, Data, and Customer Success to win and expand strategic accounts.

✅ Feedback-driven product impact: deeply understand customer needs and influence product roadmap.

✅ Ensure successful adoption of Lorri features and cross-sell/upsell opportunities across LogisticsNow products.

What You’ll Do:

✅ Customer Onboarding & Adoption:

• Lead smooth onboarding for enterprise customers; set success plans, milestones, and adoption metrics.
• Drive product adoption through proactive engagement, training, and best-practice guidance.

✅ Value Realization & ROI:

• Define and track value metrics; build business cases with customers to demonstrate ROI and time-to-value.
• Conduct regular business reviews with C-level and key stakeholders to demonstrate progress and impact.

✅ Relationship Management:

• Serve as the primary post-sales point of contact for strategic accounts; build high-trust relationships with executives (CEO, CIO/CTO, VP Logistics, VP/Director IT, etc.).
• Identify risk factors early and implement remediation plans to protect renewals.

✅Cross-Functional Collaboration:

• Collaborate with Sales for renewals and expansion opportunities; coordinate with Solutions Engineering, Product, Data, and Customer Support to ensure customer needs are met.
• Translate customer feedback into product and process improvements; contribute to the product roadmap with market insights.

✅Operational Excellence:

• Define and manage success playbooks, health dashboards, and renewal processes.
• Drive adoption of best practices in onboarding, implementation, and CS lifecycle processes.

✅Customer Advocacy & Enablement:

• Gather customer references, case studies, and reference calls; develop advocacy programs.
• Create and maintain customer enablement resources (playbooks, self-serve resources, webinars).

✅Compliance & Security:

• Ensure customers meet security, data privacy, and regulatory requirements; coordinate with legal and security teams as needed.

What We’re Looking For:

✅ Experience: 5–10 years in customer success, account management, or a related post-sales role in B2B SaaS, preferably with enterprise responsibilities.

✅ Industry Knowledge: Familiarity with supply chain, logistics, or transportation SaaS is a strong plus.

✅ Relationship Skills: Proven ability to engage and influence at C-suite levels; excellent communication and negotiation capabilities.

✅ Problem-Solving & Strategy: Strong strategic thinking with the ability to design and execute customer success plans that drive measurable outcomes.

✅ Collaboration: Comfortable working cross-functionally with sales, product, engineering, and data teams.

✅ Data-Driven: Ability to leverage data, dashboards, and success metrics to guide decisions and demonstrate value.

Preferred Qualifications:

✅ Experience selling or delivering solution-focused services in enterprise contexts.

✅ Knowledge of ERP, WMS/TMS, EDI, or modern cloud architectures and how they relate to customer success in logistics.

✅ Familiarity with data privacy, security considerations, and regulatory compliance impacting customer deployments.

Soft Skills:

✅ Self-starter with ownership mindset; thrives in a fast-paced, growth-focused startup environment.

✅ Excellent organizational and multi-tasking abilities; resourceful and proactive in removing blockers.

✅ Empathy, active listening, and effective storytelling to convey value and ROI.

What We Offer:

✅ Core team role at a venture-backed, fast-growth rocketship.

✅ Generous ESOPs and strong incentives aligned with performance.

✅ Access to key enterprise accounts via founders, investors, and industry connections.

✅ Opportunity to shape