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Burq is seeking a Customer Success Manager to own the post-sale relationship with merchant and enterprise partners, from onboarding through renewal and growth. You will serve as the primary point of contact and trusted advisor, championing customer needs internally while keeping accounts healthy and growing.
Key responsibilities include:
• Customer Relationship Management: onboard and launch new customers, serve as their primary point of contact, and build relationships with key decision-makers within customer organizations.
• Retention & Growth: monitor usage data and account health, identify and mitigate churn risk, and conduct regular check-ins and quarterly business reviews (QBRs).
• Product Feedback Loop: represent the voice of the customer internally and help drive prioritization on the product and engineering roadmap.
• Cross-Functional Coordination: partner with leadership, supply, support, sales, and product teams to resolve issues and drive customer outcomes.
• Metrics Ownership: own and report on ARR, churn, and NPS for your book of business.
• AI-Native Operations: use AI tools daily (Claude, ChatGPT, etc.) for drafting account summaries and QBRs, analyzing account health data, automating repetitive reporting, and accelerating issue triage as a core part of your workflow.
• Process Building: contribute to developing scalable customer success processes as the team grows.
The role is ideal for someone who thrives in a startup environment, treats ambiguity as a problem to solve rather than an obstacle to escalate, and is comfortable building processes from scratch.
Requirements:
• 3–5+ years in customer success, account management, or client-facing roles managing complex or enterprise accounts.
• Domain experience in logistics, last-mile delivery, or supply chain operations (e.g., dispatch/operations for a merchant delivery fleet, operations/partner-facing role at a delivery provider, or experience at a logistics/freight company or carrier).
• Comfortable working with APIs and technical integrations; able to understand how delivery/logistics platforms connect and speak credibly with technical stakeholders on both customer and product/engineering sides.
• Proven track record onboarding customers and driving adoption, retention, and expansion.
• Ability to own and report on account metrics including ARR, churn, and NPS.
• Strong cross-functional collaboration skills across supply, support, sales, product, and leadership.
• Growth mindset: treats ambiguity and problems as things to solve, not blockers to escalate.
• AI-native: actively and fluently uses AI tools in daily work and is quick to adopt new AI tooling.
• Excellent communication skills; able to build relationships with key decision-makers and explain complex issues clearly.
• Comfortable with ambiguity, change, and building processes from scratch in a startup environment.
