Customer Success Manager (Logistics)

About Us:

About the Role:

What Success Looks Like in This Role:

• Expansion of existing accounts through a deep understanding of customer needs, identifying opportunities for growth, and consistently delivering value to drive satisfaction and retention.
• Collaboration with the Sales team to convert trial users into long-term clients, establishing a consistent stream of paid trials and successful conversions.
• Customers deeply adopt Portcast with measurable outcomes, while providing strong feedback loops that help shape our product roadmap and improve product-market fit.
• Building and maintaining strong, strategic relationships with clients to position Portcast as an essential partner, ensuring high levels of customer advocacy and positive feedback.

What You’ll Do:

• Own the full customer lifecycle, from onboarding to renewal, ensuring a smooth, positive, and impactful experience.
• Serve as a trusted advisor to our clients, aligning Portcast’s solutions with their strategic goals and addressing their unique challenges.
• Identify and execute expansion opportunities (upsell, cross-sell, increased usage, new teams, new regions) by deeply understanding customer goals, pain points, and internal decision processes.
• Partner closely with Sales on trial conversion and commercial conversations, ensuring smooth handovers, strong engagement, and high conversion rates.
• Collaborate with cross-functional teams, including product and engineering, to communicate customer feedback and influence improvements that enhance Portcast’s value proposition.
• Develop and execute tailored success plans for each client, conducting regular check-ins, Quarterly Business Reviews (QBRs), and strategic sessions to drive adoption and satisfaction.
• Analyze customer data and metrics to provide actionable insights, continuously refining the client journey for optimal impact.
• Create and refine processes that streamline the customer journey, making it frictionless, value-driven, and measurable.
• Implement engagement strategies to drive customer retention and satisfaction, ensuring clients remain long-term advocates of Portcast.

To Thrive in This Role, You Must Have:

• A Bachelor's Degree or equivalent, ideally with specialization in either Logistics, Maritime, Business, Marketing, Engineering, Computer Science, or related disciplines.
• At least 3+ years of experience in a commercial role (Customer Success/Account Management or Sales) within the logistics industry or logistics technology space.
• Strong familiarity with freight forwarding and global logistics workflows, and the ability to confidently engage customers across operations and commercial stakeholders.
• Demonstrated success in driving account expansion, including upsell and cross-sell conversations, and consistently delivering revenue growth from an existing customer base.
• Experience owning enterprise or mid-market accounts end-to-end, including onboarding, adoption, renewal, and retention.
• Strong stakeholder management skills, with the ability to build relationships and influence decision-makers across functions and seniority levels.
• Experience running QBRs and structured account success plans, using data, outcomes, and clear narratives to drive adoption and expansion.
• Excellent communication skills with a concise and structured thought process, especially when working with complex customers and multiple stakeholders.
• High ownership and independence, with the ability to operate in a lean startup environment and drive results without constant oversight.
• Strong problem-solving mindset, with a bias for action and the ability to turn product insights into customer-facing recommendations.

What's In It For You:

• Globally distributed, remote-first flexibility: Work with a fully distributed team across Asia and Europe, built on trust, accountability, and collaboration. Our diversity of perspectives fuels innovation and keeps us curious.
• Tech-first team: You’ll work with like-minded individuals who share a passion for solving difficult problems using technology.
• Accelerated growth: Compress the learning curve in a couple of years by owning the web app from day one as your own baby. We are building our company to be the next B2B market leader in predictive global supply chains and you’ll be a major part of our story.
• Impact you can see: With a lean structure, your work is effective from the start. You’ll see the results of your ideas and decisions directly moving the business forward.

Our CORE Values Guide Everything We Do:

• Curiosity: We stay hungry to learn and explore.
• Ownership: We act like founders and take responsibility.
• Raising the bar: We aim higher, never settling for “good enough.”
• Effective: We focus on impact and outcomes that matter.