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Sr. Manager of Customer Success

NEXT Trucking

NEXT Trucking

Customer Service, Sales & Business Development
California, USA
Posted on Friday, September 1, 2023
Headquartered in Long Beach, CA -- NEXT is a company driven by a commitment to providing world-class service to shippers and truckers alike. We’re on a mission to solve a trillion-dollar puzzle and offer painless freight.
Armed with experienced professionals from Amazon, Google, Facebook, Snap, and Salesforce, NEXT is seeking change agents who are excited to make a meaningful impact on an industry driving the U.S. economy. Forbes included us on its 2019 Next Billion-Dollar Startups list, and we’ve been recognized as one of Built in LA’s Best Small Companies to Work For and 50 Startups to Watch. NEXT is venture-backed by leaders such as Brookfield Ventures, GLP and Sequoia Capital.
We are passionate entrepreneurs, creative thinkers, and decision-makers who will transform the freight transportation industry with modern technology. We create delightful product experiences that enables freight to move effortlessly, solving complex problems for our shippers and carriers. We collaborate with some of the best designers, engineers, and business partners to achieve our goals.
Are you NEXT?

About the Role:

This is a hybrid role that will be expected to work at least 2 days per week from our headquarters located in Long Beach, CA. As the Sr Manager of Customer Success, you will lead and shape a strong performing customer success team and recruit, hire, train, mentor and develop new team members. Voice of customer, must deliver customer excellence 24/7 and helps infiltrate a maniacal sense of customer focus in the team.You will carry the net revenue retention goal for the entire team, playing a major part in the ultimate retention and expansion for our customer base. You'll be expected to meet and exceed the team goal for net retention. You'll do this while tracking, analyzing and communicating key metrics and business trends as they relate to the Customer Success strategy. This is a cross functional role, working closely with Sales, Product, Operations, Customer Support and other teams, acting as the liaison between the customer and our internal team members.

What You'll Do

  • Create and implement a thorough customer success strategy & plan that is in line with the goals and vision of the business
  • Establish and monitor KPIs to monitor measures for customer success, such as client happiness, retention, growth, and advocacy
  • Implement scalable techniques and seek out chances for process optimization to improve the overall client experience
  • Promote a positive and high-performing culture by leading, mentoring, and motivating a group of customer success managers
  • Establish precise performance standards, offer ongoing coaching, and carry out regular performance reviews
  • Work with cross-functional teams to connect customer success strategies to business objectives, such as sales, marketing, and product
  • Develop and build strong bonds with key clients, acting as both an internal and external champion for them
  • Engage with clients proactively to learn about their requirements, difficulties, and aspirations in order to create programs that are specifically designed to help them succeed
  • Find opportunities for development and expansion, be obsessed client satisfaction and perform routine business reviews
  • Develop account plans and strategies in conjunction with the sales team to increase income from current customers
  • Collaborate closely with the product team to collect user insights and feedback and to promote product upgrades and new features
  • Develop a powerful customer advocacy program by asking clients to serve as references, gathering praise, and conducting case studies
  • Develop customer-focused content in partnership with marketing, and provide sales teams with tools for customer success

What You'll Need to Have

  • Bachelor’s Degree or equivalent in Business, Supply Chain, or related field
  • 8+ years of customer success, operations, strategy, and/or sales work in a high growth startup or big tech environment
  • 5+ years of direct people management experience
  • Passion for people - history of coaching/mentoring/training and upleveling skills
  • A growth mindset
  • Understanding of Enterprise SaaS business models and customer lifecycle
  • Proven customer management skills with large and complex accounts
  • Top-notch organizational and analytical skills, and experience with related systems (e.g., Salesforce, Bigquery, Google Suite, Looker, etc)
  • Ability to develop working relationships at all levels of management, both inside and outside the organization
  • Transportation/logistics/supply chain experience preferred

What You'll Receive

  • Competitive salary (the payscale for this role is $148,000 - $160,000 annually)
  • Full Medical, Dental, and Vision benefits; 401k w/company match
  • Generous PTO; 11 paid holidays; Paid parental leave
  • Lifestyle benefits, such as Sworkit, RocketLawyer, Working Advantage, and pet insurance discounts through Nationwide
  • Fun extras: open office with beautiful view of the port of Long Beach; unlimited snacks; and monthly catered lunches
  • Join a rapidly growing freight technology company disrupting the trucking industry