[Remote] Customer Success Manager US BCO

Note: The job is a remote job and is open to candidates in USA. Xeneta is on a mission to transform the ocean and air freight markets by building a data platform that provides intelligence to the freight industry. They are seeking a Customer Success Manager to manage a portfolio of accounts, drive customer success, and contribute to revenue growth by creating lasting partnerships with clients.

Responsibilities

• Lead the lifecycle management of assigned accounts and ensure timely renewals
• Continuously work with data and other internal tools, define and implement metrics to monitor your territory performance and take action accordingly to manage at risk accounts and develop advocates
• Review and report on usage, adoption and customer health metrics
• Conduct continuous business/account reviews to share positive outcomes and identify growth opportunities
• Drive retention and growth among our customers by understanding their business needs and helping them succeed
• Provide ongoing training and best practices to customers
• Work cross-functionally with marketing, sales, product management to ensure the best Xeneta experience is delivered to the customer
• Identify and implement customer success projects or programs that interest you

Skills

• 3+ years of experience as a CSM with a track record of success, meeting and surpassing goals
• Experience working with B2B SaaS product
• Excellent English skills, written and oral
• Good negotiation skills and not afraid to take risks
• Customer obsessed mindset and strong appreciation for the entire customer journey
• Ability to connect with other functions in the business, specifically marketing and sales to create a seamless end-to-end customer experience
• Creative and resourceful problem-solving skills
• Ability to learn and quickly integrate new and technical information
• Ability to work in a diverse and flexible culture with a global outlook
• A strong ‘willing to go the extra mile' and ‘get it done' work ethic and attitude
• You're a self-starter and adaptable. You thrive in a dynamic, fast-paced environment and are able to overcome ambiguity
• Superb interpersonal skills, including the ability to quickly build rapport with colleagues, customers and strategic partners
• Excellent communication skills, able to communicate confidently, pleasantly and concisely in verbal, written and presentation formats
• Ability to work across a broad range of functions internally and externally to deliver value to our customers
• Experience working with Salesforce and Gainsight
• Fluency in Spanish
• Experience working in logistics, transportation or supply chain; container shipping and/or air cargo space
• Great presentation creation skills, PowerPoint or the like

Benefits

• Fully remote
• We will help you grow your career. We help you identify areas of growth for you, whether you want to grow as a specialist in your field or eventually want to go into a leadership/management role.
• We have a transparent and open work environment where everyone is empowered to make an impact and encouraged to voice their ideas.
• Keeping true to our value, “Xeneta is one,” we regularly organize social events, including global company trips, global & regional team gatherings, after-work social and weekly quizzes.
• You will enjoy our generous vacation plan: 5-10 extra paid days off around public holidays throughout the year.
• You will receive an individual education budget and can educate yourself during work hours: you can spend several hours each month attending courses, reading books or getting involved in communities.
• We value work-life balance and want to make sure you can spend quality time with your family or enjoy your hobbies when your workday is over.
• This role also includes a performance-based variable component.

Company Overview