Sr. Customer Success Manager

Empowering the people that make global commerce happen.

About CargoSprint

CargoSprint is made up of a world-class team of highly motivated individuals who are passionate about transforming the cargo industry. We have developed cutting-edge digital solutions that streamline cargo operations, enhance efficiency, and improve the overall experience for everyone involved. Our workplace fosters innovation, collaboration, and the drive to solve industry challenges.

CargoSprint is dedicated to delivering game-changing solutions that connect the cargo industry like never before, and we are looking for driven, enthusiastic people who share our vision of innovation and excellence.

If you think we are a great mutual fit, we want hear from you!

About You

You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.

About the role

CargoSprint is building its Customer Success function from the ground up, and this role will help shape how it works. As a Customer Success Manager, you will own the day-to-day success of customers across CargoSprint's logistics technology products, starting with SprintPay and expanding to our other products over time. A strong early focus is account setup and implementation: getting customer accounts set up correctly, making changes as their business evolves, and moving customers quickly to their first successful transaction. Just as important, you will be the main point of contact for your customers, building trusted relationships and acting as their voice inside CargoSprint.

You will work within the playbooks the Sr. Manager, Customer Success, is developing, executing them and contributing to their ongoing improvement, along with the templates and handoffs that make setups fast and consistent. This is a hands-on role for someone who is organized, detail-oriented and self-directed, and who genuinely wants customers to get value from the tools they use. As the function matures, you will take on ownership of a mixed portfolio of customer relationships, from high-touch accounts to tech-touch customers who are largely self-serve.

What you'll do
Onboarding & Activation

• Guide customers through structured onboarding journeys, ensuring they complete their first successful transaction on the CargoSprint platform within defined Time to Value (TTV) windows.
• Set up and configure customer accounts using CargoSprint's internal tools, and implement changes to existing accounts as customers' needs evolve, with accuracy checks before changes go live.
• Execute onboarding and setup playbooks across key customer segments, including intake of customer requirements from Sales, and contribute improvements to the playbooks, adapting communication style and cadence to fit high-touch, low-touch and tech-touch engagement models.
• Monitor activation milestones during the first 30-60 days of a customer relationship, tracking each setup from request to go-live, and flagging delays and blockers and escalating when warranted.

Customer Relationships, Retention & Expansion

• Be the main point of contact for your assigned customers, from setup onward, building trusted relationships through regular conversations, clear status updates and expectation setting.
• Be the voice of the customer inside CargoSprint: bring customer needs, friction and feedback to Sales, Support and Product, and close the loop with the customer on what happens next.
• Prepare and lead, or co-lead with Account Executives, regular business reviews with your assigned customers, covering usage, account health, open items and next steps.
• Reach out proactively on usage drops or product releases before issues escalate to Support, support Sales ahead of renewals with account health insight, and route expansion signals to Sales with full context.
• Contribute to Net Revenue Retention (NRR) goals by keeping your assigned accounts engaged and healthy.

Adoption & Health Monitoring

• Track product usage signals (login frequency, transaction volume, feature adoption) across your assigned accounts and take proactive action when disengagement indicators appear.
• Help establish and maintain Customer Health Scores for your assigned accounts, and trigger outreach when scores fall below defined thresholds.
• Identify patterns in customer friction and contribute structured observations to playbook improvements and the Product feedback loop.

Automation & Scaled Engagement

• Document setup procedures and build a library of reusable templates, checklists and outreach sequences that the team can deploy quickly and consistently.
• Identify manual, repetitive setup and CS tasks and work with the Sr. Manager to automate or simplify them, including as customer self-service expands.
• Monitor how automated onboarding flows and triggered email sequences perform as they are launched, and provide feedback to the Sr. Manager on what to improve.
• Act as the human escalation layer when automated flows surface customers who need direct engagement, triaging efficiently and resolving or escalating as appropriate.
• Manage the self-serve experience for applicable customers, ensuring customers can find answers without contacting Support, including keeping the customer-facing knowledge center current.

Reporting & Collaboration

• Maintain clean, current account data in CargoSprint's CRM and CS platforms to support business reviews with your customers and internal reviews with the Sr. Manager.
• Report on setup turnaround and Time to Value alongside traditional CS KPIs.
• Coordinate closely with Sales, Customer Support & Operations and Product on handoffs, ticket trends and Voice of Customer themes.

Qualifications

• 5+ years in a Customer Success, account management, implementation, onboarding or other post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company.
• Hands-on experience setting up or configuring customer accounts in a business application, with a track record of moving customers to active usage.
• Proven ability to build trusted customer relationships and act as a customer's main point of contact and advocate, including leading or co-leading customer business reviews.
• Experience working with customer success tools to manage a book of business, such as CRM (Salesforce, HubSpot), CS platforms (Gainsight), and knowledge and support tools (Confluence, Zendesk), and familiarity with core CS metrics: Time to Value, Customer Health Score, Churn Rate and NPS.
• Strong written and spoken communication skills in English and Spanish, with availability to overlap with US Central time.
• Organized and self-directed, able to manage multiple setups and accounts without dropping milestones; a self-starter who has built a process or template where none existed.
• Practical experience using AI tools in your daily work (drafting, summarizing, researching, automating tasks), enthusiasm for applying AI in customer success.

Compensation and Benefits

At CargoSprint, we are “Empowering the People that make Global Commerce Happen”—and we know that starts with our CargoSpinter’s. That’s why we offer competitive pay and benefits designed to fuel our team’s success:

• Private Medical Plan
• Savings Fund
• Monthly Food Vouchers
• 30-Day Aguinaldo
• Vacation days starting Day-1, paid holidays and Birthday off
• Paid Gym Membership
• Paid Covered Parking
• Professional Development opportunities

#LI-Hybrid

Does this role sound like the next step in your career?

We’d love to hear from you! If you don’t meet all of the requirements exactly, we encourage you to use your cover letter to tell us about your unique experience—talent comes from many places, and skills are transferable.

Our Commitment to an Extraordinary Work Environment

At CargoSprint, we value diversity and inclusivity. We strive to create a welcoming and supportive community for employees from all backgrounds. Regardless of your gender, sexual orientation, physical ability, religion, ethnicity, race, or age, you will find a place where you can thrive and be your authentic self.

Our CargoSprint Recruitment Team personally reviews every application.