<p>The Customer Success Lead is responsible for ensuring our customers achieve their desired outcomes through our product solutions while driving growth and retention. This role involves proactive client engagement, operational excellence, and cross-functional collaboration to enhance the customer experience. The ideal candidate embodies Extreme Ownership, problem-solving, and a commitment to providing WOW service. You will be responsible for the following:</p> <p>Customer Engagement & Solution Delivery:</p> <ul> <li>Serve as the primary point of contact for clients, fostering strong relationships and ensuring customer satisfaction. </li><li>Act as a strategic advisor, understanding customers' needs and aligning solutions to maximize value. </li><li>Prevent churn by proactively addressing client concerns and identifying growth opportunities. </li><li>Collaborate with internal teams to ensure seamless service delivery and continuous improvement. </li></ul> <p>Extreme Ownership & Leadership:</p> <ul> <li>Fully own the success and satisfaction of assigned accounts, taking responsibility for all outcomes. </li><li>Lead by example, instilling a culture of accountability and proactive problem-solving. </li><li>Anticipate challenges and implement strategic solutions before they escalate. </li><li>Hold yourself and your team to high standards of responsibility and execution. </li></ul> <p>Account Management & Growth:</p> <ul> <li>Lead initiatives to drive customer retention, expansion, and long-term value. </li><li>Monitor key performance metrics and provide actionable insights to enhance customer success. </li><li>Develop and maintain account growth strategies to maximize revenue and service effectiveness. </li><li>Leverage BI tools to assess account performance and support business decisions. </li></ul> <p>Operational Excellence:</p> <ul> <li>Deliver peace of mind to customers through proactive engagement and high-quality service. </li><li>Conduct Quarterly Business Reviews (QBRs) and on-site visits to reinforce customer relationships. </li><li>Ensure all assigned accounts meet or exceed Service Level Agreements (SLAs). </li><li>Follow the IDS Methodology (Identify, Discuss, Solve) to resolve challenges efficiently. </li></ul> <p>Core Tenets of Success:</p> <ul> <li>Proactive Communication: Always stay ahead of potential issues, alerting customers before problems arise. </li><li>Attention to Detail: Maintain a methodical and thorough approach in all tasks. </li><li>Rapid Response Time: Respond to customer communications within 5 minutes and strive for resolution within 15 minutes. </li><li>Proactive Problem Solving: Use the IDS framework to identify and address issues before they escalate. </li><li>Service Commitment: View challenges through the customers' lens, delivering WOW service at every touchpoint. </li></ul> <p>Collaboration & Continuous Improvement:</p> <ul> <li>Work cross-functionally to ensure customer feedback informs product and service enhancements. </li><li>Support colleagues and teams, fostering a culture of shared success. </li><li>Embrace a mindset of continuous learning and growth, always striving for excellence. </li></ul> <p>Ethical Leadership:</p> <ul> <li>Uphold the highest ethical standards in all interactions and decisions. </li><li>Foster a culture of transparency, integrity, and respect. </li></ul> <p>Travel Requirements:</p> <ul> <li>Occasional travel for client meetings and business reviews as needed. </li></ul> <p>Skills & Experience:</p> <ul> <li>Minimum 3 years of experience in customer success, account management, operations, or business development in freight brokerage, transportation, 3PL, or related industries. </li><li>Strong ownership mindset, with a focus on accountability and results. </li><li>Excellent communication, relationship-building, and problem-solving skills. </li><li>Proficiency with BI tools, CRM software, and relevant industry platforms. </li><li>Strong analytical abilities to assess customer data and drive informed decisions. </li><li>Ability to work cross-functionally and manage multiple accounts effectively. </li></ul> <p>Qualifications:</p> <ul> <li>Bachelor's degree in Business Administration, Marketing, or a related field. </li><li>Proven ability to drive customer success, retention, and revenue growth. </li></ul> <p>Why Join Us?</p> <ul> <li>Be part of a dynamic, innovative team committed to customer success. </li><li>Work with cutting-edge technology and industry-leading solutions. </li><li>Competitive salary, benefits, and professional growth opportunities. </li><li>A culture that values Extreme Ownership, accountability, and continuous learning. </li></ul> <p>Zuum Transportation, Inc. is a rapidly growing, tech startup which is transforming the $1.2 trillion logistics industry. Zuum connects enterprise shippers to carriers on an automated platform. To better understand what we are about, please check out our website:</p> <p>https://zuumapp.com/</p> <p>Zuum Transportation Inc. is an Equal Opportunity Employer.</p>