Customer Success Manager - Intelligence

Join Triumph!

At Triumph, our vision is a world where freight transactions are accurate and seamless on the most modern and secure freight transaction network. That’s why we’re looking for passionate, innovative, solutions-oriented people to join our team. We thrive on providing exceptional customer service and we look for team members with an entrepreneurial spirit and a passion to build successful partnerships with our clients. Because at the end of the day our goal is to help our partners businesses run better.

Position Summary: Reporting to the Manager, Customer Success, the Customer Success Manager is responsible for ensuring customers achieve meaningful outcomes through Triumph’s data tools and platforms. This role guides new customers through onboarding, supports ongoing engagement, and helps interpret analytics to drive business decisions. The CSM builds strong relationships, monitors product usage, and collaborates cross-functionally to deliver consistent value and identify growth opportunities.

Essential Duties & Responsibilities

• Guide new customers through onboarding, ensuring a smooth transition and early adoption of Triumph’s data tools.
• Conduct regular check-ins and business reviews to assess progress and reinforce value.
• Help customers interpret dashboards, reports, and analytics to inform decisions and optimize performance.
• Monitor customer engagement and product usage, proactively addressing risks and surfacing opportunities for deeper adoption.
• Build consultative relationships by understanding customer goals and aligning Triumph’s solutions to meet their needs.
• Support account retention by delivering consistent value and helping customers achieve their desired outcomes.
• Identify opportunities for upselling and cross-selling data products or services.
• Collaborate with Product, Data Science, and Engineering teams to advocate for customer needs and influence roadmap priorities.
• Maintain accurate records of customer interactions, feedback, and usage trends using CRM and analytics tools.
• Contribute to customer success initiatives, including case studies, feedback loops, and product testing.
• Provide high-level customer success and support while serving as a trusted advisor on technical product integrations, collaborating with customer stakeholders to ensure seamless implementation within their existing systems.
• Apply technical expertise to troubleshoot integration challenges, translate complex technical concepts into clear guidance for customers, and partner cross-functionally with Product and Engineering to drive successful outcomes.
• Contribute to customer success initiatives, including case studies, feedback loops, and product testing.
• Provide high-level customer success and support while serving as a trusted advisor on technical product integrations, collaborating with customer stakeholders to ensure seamless implementation within their existing systems.
• Apply technical expertise to troubleshoot integration challenges, translate complex technical concepts into clear guidance for customers, and partner cross-functionally with Product and Engineering to drive successful outcomes.

Experience & Education

• The successful candidate will possess strong customer success and relationship management skills, with a focus on driving adoption, building trust, and delivering measurable impact.

• Bachelor’s degree in Business, Operations, Supply Chain Management or a related field.
• 2–4 years of experience in Customer Success, Account Management, Freight Brokerage or a related client-facing role.

Required Skills & Abilities

• Experience working with data platforms, analytics tools, or SaaS products.
• Familiarity with CRM systems (e.g., Salesforce) and customer engagement metrics.
• Strong communication, problem-solving, and collaboration skills.

Preferred Skills

• Successful experience working with freight brokers.

• Experience working with cross-functional teams to deliver customer outcomes.

• Ability to analyze customer data and translate insights into actionable strategies.

• Project management or client onboarding experience is a plus.

Work Environment

The work environment characteristics described here may be encountered while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment – in office

• This role is primarily in-office, with an expectation of being onsite four days per week at Triu