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Job Overview

Customer Success Manager

March 20, 2024

About the Company:

Highway is the fastest-growing software and service company for freight brokers in North America. We are two years old and already serve 450 freight brokers, meeting their biggest challenge in the category that Highway created and is the only provider of, Carrier Identity. We have the fastest time to value and our best marketing is our customer testimonials.

Role Description:

Freight brokers put an incredible amount of trust in Highway and that trust will be extended to you. This role will be responsible for customer success including support, account management, retention and revenue expansion. This role will report directly to the SVP of Customer Success.

Your role:

  • Manage the customer relationship post go-live to ensure customer retention and high customer satisfaction. 
  • Assist with onboarding of customers, ensuring the best ongoing engagement throughout the customer’s lifetime.
  • Putting forth and enacting a communications strategy that maintains and fulfills high customer satisfaction.
  • Conducting customer success reviews periodically and engaging internally to resolve outstanding concerns.
  • Providing ongoing support to existing customers and resolving issues.
  • Work closely with other internal teams to provide customer insights that state additional sales and service opportunities.
  • Canvas for opportunities to cross-sell and upsell existing clients into other products.

Qualifications

  • Highly experienced in customer success and account support, preferably in the transportation industry
  • Exceptional communication and interpersonal skills
  • SaaS experience is a plus

Key Work Objectives:

  1. High Customer Satisfaction
  2. Customer Retention