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Highway is the fastest-growing freight tech provider in North America, serving major freight brokers by solving carrier identity verification, fraud prevention, and supply chain transparency. As a Customer Success Manager, you will own the full customer lifecycle post-launch, driving retention, satisfaction, and revenue expansion for our largest enterprise clients.
Key Responsibilities:
- Manage customer relationships post go-live, conducting regular consultations to ensure platform optimization aligned with customer needs
- Lead full-cycle customer onboarding and ongoing engagement throughout the customer lifetime
- Conduct customer success reviews on bi-weekly, monthly, and quarterly cadences; escalate and resolve outstanding concerns internally
- Deliver technical product demonstrations to customers, customizing solutions to highlight capabilities and optimize their account experience
- Develop and execute communications strategies that maintain high customer satisfaction and engagement
- Manage customer relationships with C-level, senior leadership, and technical stakeholders
- Negotiate contracts and business outcomes favorable to Highway while solving customer needs
- Work cross-functionally with internal teams to identify upsell, cross-sell, and service expansion opportunities
- Provide ongoing support to existing customers and resolve issues independently
Requirements:
- Highly experienced in SaaS Customer Success and Account Management, preferably in transportation/logistics
- Demonstrated experience managing technical applications and working cross-departmentally with technical teams
- Proficiency with Salesforce, Intercom, ChurnZero, or similar customer success platforms (highly preferred)
- Strong ability to deliver technical demonstrations and customize solutions per customer needs
- Proven skill managing relationships with C-level and senior leadership across customer organizations
- Excellent negotiation and contract management skills
- Ability to work independently, think creatively, and manage customer needs autonomously
- Exceptional communication and interpersonal skills
- Bachelor's degree in Computer Science, Information Technology, or Business Administration (highly preferred)
