Customer Success Manager

About the role

Customer Success Manager - Drayage & Supply Chain | Cargomatic

The Role

This is a seat with a real book of business and real ownership. You run a portfolio of drayage and regional accounts as the customer's advocate inside Cargomatic and the person who knows their business better than anyone. Your job is to keep customers, grow them, and make sure every load moves the way it was promised.

We measure the work in tenders, the currency our customers and our operators actually speak. Hitting a customer's quarterly tender allocation is retention. Growing tenders and lanes across your book is expansion. You will read the weekly tender report, spot the accounts trending down before anyone flags them to you, and get on the phone to run them down. When you win, it shows up in the number you own.

This is a cross-functional role at the center of the company. You are the customer's single point of ownership, and you pull in the right team at the right moment. You work with Operations on scheduling and execution, with Analytics on the reporting that tells your customers' story, with Pricing on rate requests, and with Sales on the handoff when an account is ready to grow into new markets. Keeping all of that pointed at the customer is the job, and doing it well is what makes this seat matter.

What You Will Own

• A book of accounts and the number that comes with it. Hit each customer's quarterly tender allocation and grow tenders and lanes across your portfolio.
• Customer escalations, start to finish. When something goes sideways, you are the person the customer trusts to make it right.
• Customer health, tender counts, and volume. Get ahead of the misses before they become problems.
• The rate conversation. Partner with Pricing to turn customer requests into fast, competitive answers.
• The customer's real expectations. Work with Operations so the team knows what each account actually needs, including the standards that never made it into an SOP.
• The story the data tells. You are the expert on what your customers' reports say and you make sure they are right.
• Business reviews your customers look forward to, and the insight from your book that leadership needs to hear.
• Expansion. Partner with Sales to open new logos and new markets for the accounts you know best.

What You Bring

• 5+ years in logistics, supply chain, or drayage account management or customer success.
• A track record of keeping enterprise or port-based accounts and growing them.
• Real relationship skills and the ability to negotiate to a result both sides can live with.
• An analytical eye. You read tender and volume data, see the trend early, and act on it.
• A knack for getting things done across teams. You move Operations, Pricing, and Analytics toward the customer's outcome through influence and follow-through.
• Bachelor's degree or equivalent experience in business, logistics, or a related field.

Compensation and Benefits

Cargomatic offers competitive compensation tailored to market conditions, experience, and performance, including base salary, performance-based incentive opportunities, and a comprehensive benefits package. The expected base salary range for this role is $80,000 to $125,000, with actual placement within the range determined by geographic market, relevant experience, and qualifications. This base salary is accompanied by a performance-based incentive opportunity.

Benefits include

• 401(k) with company contribution
• Flexible Paid Time Off (PTO)
• Comprehensive health, medical, and dental coverage
• Opportunities for professional development and career advancement