Sr Manager, Customer Success

Empowering the people that make global commerce happen.

About CargoSprint

CargoSprint is made up of a world-class team of highly motivated individuals who are passionate about transforming the cargo industry. We have developed cutting-edge digital solutions that streamline cargo operations, enhance efficiency, and improve the overall experience for everyone involved. Our workplace fosters innovation, collaboration, and the drive to solve industry challenges.

CargoSprint is dedicated to delivering game-changing solutions that connect the cargo industry like never before, and we are looking for driven, enthusiastic people who share our vision of innovation and excellence.

If you think we are a great mutual fit, we want hear from you!

About You

You are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.

About the role

CargoSprint is building a new Customer Success function—and we're looking for the leader to build it. As Senior Manager, Customer Success, you will own the post-sale customer lifecycle for CargoSprint's growing portfolio of logistics technology products: payments, appointments, and visibility. This is a greenfield role with executive backing and a clear mandate: ensure that every customer who signs with CargoSprint activates, adopts, and grows.

What you'll do

You will design and operate a structured, repeatable playbook that moves customers from contract signature to measurable value—before issues arise, before churn sets in, and before Support has to intervene. You will own onboarding, health monitoring, retention, and expansion signals across a tiered book of business that spans major freight forwarders, regional drayage companies, and individual owner-operators. You will bring data discipline to every layer of the function, tracking Time to Value, Customer Health Score, Net Revenue Retention, and Churn Rate on a weekly and monthly basis—and presenting those metrics clearly to executive leadership.

Key Responsibilities

Onboarding & Activation

• Design and own a defined onboarding journey for new customers, including how-to resources, training sessions, and milestone check-ins within the first 30 to 60 days of engagement.
• Own Time to Value (TTV)—the speed at which a new customer completes their first successful transaction on the CargoSprint platform. This is the primary activation metric for the function.
• Build and continuously improve onboarding playbooks tailored to 2 to 3 key product and customer segment combinations, starting with CargoSprint's highest-volume use cases.

Adoption & Health Monitoring

• Monitor product usage signals—login frequency, transaction volume, feature adoption—to identify customers who are disengaging before they churn or escalate to Support.
• Build and maintain a Customer Health Score for each account, using usage data, support ticket rates, and NPS inputs. Trigger proactive outreach when scores fall below defined thresholds.
• Establish baseline health score definitions and the data instrumentation required to make them operational—one of the function's three founding priorities.

Retention & Expansion

• Intervene proactively when usage declines, a renewal approaches, or a new product feature is directly relevant to a customer's workflow—before Account Management has to chase.
• Identify natural expansion opportunities and route them to Account Management with full context. Customer Success identifies the signal; AM closes the revenue.
• Drive Net Revenue Retention (NRR) above 100% by ensuring existing customers are growing their usage and spend without requiring reactive intervention.

Tiered Customer Engagement Model

• Manage a segmented book of business across three engagement tiers: High-Touch (named CSM coverage for enterprise accounts), Mid-Touch (pooled team with structured onboarding for commercial accounts), and Low-Touch (automated flows and self-serve for SMB and long-tail payees).
• Allocate CS resources based on customer size and strategi