Customer Success Manager

2 hours, 1 minute ago
Full-time
Mid Level
Customer and Technical Support
Burq

Burq

Burq offers on-demand and same-day delivery services for businesses through a network of providers, enabling quick market expansion and efficient last-mile delivery solutions.

Air Freight & Logistics
11-50
Founded 2021

Description

  • Onboard and launch new customers while serving as their primary point of contact.
  • Build relationships with key decision-makers within customer organizations.
  • Monitor usage data and account health, identify churn risks, and drive retention and expansion.
  • Conduct regular customer check-ins and quarterly business reviews.
  • Represent customer needs internally and influence product and engineering priorities.
  • Coordinate with leadership, supply, support, sales, and product teams to resolve issues and achieve customer outcomes.
  • Own and report on ARR, churn, and NPS for the assigned book of business.
  • Use AI tools to create account summaries and QBRs, analyze account health, automate reporting, and accelerate issue triage.
  • Help develop scalable customer success processes as the team grows.

Requirements

  • 3–5+ years of experience in customer success, account management, or another client-facing role managing complex or enterprise accounts.
  • Experience in logistics, last-mile delivery, or supply chain operations.
  • Comfort working with APIs and technical integrations and communicating with customer and internal technical stakeholders.
  • Demonstrated success onboarding customers and driving adoption, retention, and expansion.
  • Experience owning and reporting on metrics such as ARR, churn, and NPS.
  • Strong cross-functional collaboration skills across supply, support, sales, product, and leadership.
  • Growth mindset with the ability to solve ambiguous problems independently.
  • Fluent, daily use of AI tools such as Claude or ChatGPT and willingness to adopt new AI tools.
  • Excellent communication skills, including explaining complex issues clearly and building executive relationships.
  • Comfort working in a changing startup environment and building processes from scratch.

Benefits

  • Competitive salary, stock options, and performance-based bonuses.
  • Fully remote work.
  • Comprehensive medical, vision, and dental insurance.

Interested in this position?

Apply directly on the company website

Apply Now

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