Customer Success Manager

2 weeks, 6 days 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

  • Manage a large, diverse book of customer accounts and help each customer achieve their business goals with the platform.
  • Drive retention and reduce churn through proactive outreach, regular check-ins, and ongoing value delivery.
  • Handle customer escalations with urgency and empathy, coordinating cross-functional resolution efforts.
  • Provide training, enablement, and best-practice guidance to help customers maximize platform adoption.
  • Serve as the voice of the customer internally by collaborating with Product, Engineering, and Support to improve features and processes.
  • Track account health metrics and identify expansion or upsell opportunities.
  • Develop account success plans for strategic customers in your portfolio.
  • Contribute to building scalable customer success processes as the team grows.

Requirements

  • 3-5 years of experience in Customer Success in the B2B SaaS space.
  • Proven experience managing a large book of accounts with varying customer needs.
  • Previous startup experience and comfort working with ambiguity, change, and building from scratch.
  • Strong understanding of customer retention strategies and effective escalation handling.
  • Excellent communication skills with the ability to explain complex solutions clearly and simply.
  • Ability to build trust quickly and foster strong customer relationships.
  • Highly organized, self-motivated, and able to manage competing priorities with minimal oversight.
  • Familiarity with the last-mile delivery or logistics industry is a plus.

Benefits

  • Fully remote work.
  • Medical, vision, and dental insurance.
  • Reimbursement for educational courses.
  • An equal opportunity employer committed to diversity and non-discrimination.

Interested in this position?

Apply directly on the company website

Apply Now

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