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Senior Customer Success Manager

1 month ago
United States
Full-time
Lead
Customer Success Manager
Customer and Technical Support
CRM HubSpot
Apply Now
KLEARNOW.AI

KLEARNOW.AI

KlearNow transforms supply chains with AI-powered Logistics as a Service, simplifying customs clearance and drayage to enhance global trade efficiency.

Professional Services
251-1K
Founded 2018
$66M raised
View All Jobs 3

Description

  • Drive adoption and measurable business value across assigned accounts in the US and Canada.
  • Translate platform features and capabilities into customer-specific business benefits and use cases.
  • Build ROI cases, executive narratives, and business cases to support adoption and executive buy-in.
  • Lead quarterly business reviews that connect platform performance to customer trade operations outcomes.
  • Cultivate senior-level relationships across business units and align the platform with strategic goals and transformation roadmaps.
  • Serve as the client-facing liaison for executive stakeholders and align technology with business priorities.
  • Own the full post-sale commercial lifecycle, including adoption, renewal, and expansion.
  • Identify, qualify, and pursue expansion opportunities across teams and business units to grow footprint and wallet share.
  • Negotiate renewals and contract expansions in partnership with Sales leadership.
  • Set, measure, and report KPIs such as adoption, ROI, and revenue share to stakeholders and leadership.
  • Monitor account health scores and own escalation and recovery plans for at-risk accounts.
  • Oversee timelines, deliverables, and stakeholder communication for high-impact client initiatives.
  • Bring client feedback and requirements into product planning and cross-functional strategy.
  • Coordinate with Engineering and Operations on platform escalations affecting customer accounts.
  • Act as a subject matter resource on customers' trade compliance workflows, including broker operations, entry types, IEEPA/tariff implications, and HTS classification needs.

Requirements

  • Minimum 10 years of experience in Customer Success, Account Management, or a combination role.
  • Experience in SaaS, logistics, trade compliance, or supply chain software is ideal.
  • Preferably 3-5 years working for and/or with national, enterprise-level customs brokerage houses.
  • Proven track record owning renewals and expansion revenue, not just customer satisfaction metrics.
  • Experience managing complex, multi-stakeholder enterprise accounts at the VP and C-suite level.
  • Familiarity with customs brokerage, freight forwarding, and/or trade compliance operations is a significant advantage.
  • Proven success presenting to VP- and C-level audiences and running QBRs independently.
  • U.S. Customs Broker License issued by U.S. Customs and Border Protection (CBP) or equivalent, such as a Certified Customs Specialist (CCS) designation from NCBFAA, is preferred.
  • Understanding of ARR, GRR, and NRR, with the ability to build a compelling expansion business case.
  • Comfort pulling and interpreting account health data from CRM and platform dashboards; HubSpot experience is a plus.

Interested in this position?

Apply directly on the company website

Apply Now

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