Customer Success Manager
conduitSeattle (WA)
$120,000 - $145,000 per year
Apply (opens in a new tab)Customer Success Manager
Posted 2 days ago
conduitSeattle (WA)
SENIORITY
Mid
SALARY
$120,000 - $145,000 per year
About the role
Customer Success Manager We're looking for a Customer Success Manager to own critical post-sales work across client onboarding, support, documentation, and success initiatives. This role is ideal for someone with experience in SaaS client launches, customer success operations, and cross-functional project coordinationespecially within logistics or supply chain software (WMS, TMS, etc.). You'll play a pivotal role in ongoing client engagement and feature adoption, working through a combination of documentation, support process optimization, and partnership with product and customer-facing teams. This role is hybrid in Seattle, WA.
Key Responsibilities:
- Client Launch & Onboarding
- Lead onboarding for new clients, owning project coordination and tracking deliverables
- Manage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teams
- Ensure timely execution of onboarding tasks and client communications
- Customer Support Systems
- Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-FDrive ongoing improvements to ticket workflows and support escalation processes
- Document recurring issues, resolutions, and product gaps
- Documentation & Knowledge Management
- Maintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessible
- Input and categorize client requests, feedback, and feature ideas into internal systems
- Collaborate with internal stakeholders to ensure documentation is aligned with product updates and support needs
- Customer Success & Retention
- Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients
- Gather client feedback and operational insights to inform renewal conversations with Sales
- Identify expansion opportunities through observation of client needs and product engagement
- Feature Rollouts & Product Enablement
- Work with the Product & Engineering team to gather information on upcoming features/modules
- Support the rollout of new product features through demos, training materials, and documentation updates
- Shape internal/external-facing product documentation in partnership with Product and Marketing teams
- Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact)
Qualifications
Required Qualifications:
- 2-4+ years of direct experience in SaaS operations, client onboarding, or customer success
- Proven experience managing client launches or onboarding, especially in partnership with AE/AMsFamiliarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools)
- Experience in Logistics and Supply Chain, preferably with 3PL exposure
- Ability to travel up to 15%Demonstrated experience with Google Sheets or ExcelStrong project management skills with ability to coordinate across multiple teams and priorities
- Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat)
- Ability to write clear, concise system documentation and instructional content
- Self-starter with excellent organizational and communication skills, who is deeply curious
- Strong problem-solving skills and a service-oriented mindset
- Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes
Nice to Have:
- Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similar
- Familiarity with logistics workflows or client configuration processes
- Prior work in a startup or high-growth environment
The salary range for this role is $120,000 - $145,000. All employees receive company equity as part of their compensation package.
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