• Effectively communicate with existing and potential clients to deliver a great customer experience; • Deliver first line of support; investigate and find solutions for client queries; • Communication between clients and technical support departments; • Manage ongoing relationships: provide assistance and consultation services; • Analyze results and develop best practices for effective mobile messaging campaigns; • Provide periodic activity and progress reports;

Role Description We're looking for a Customer Success Manager for a fast-growing, venture-backed SaaS startup that's transforming the logistics industry through modern technology. If you're customer-focused, proactive, and have experience supporting B2B SaaS customers—especially within logistics or last-mile delivery—keep reading! - Lead customer onboarding and drive product adoption for new accounts. - Support existing customers by resolving questions, troubleshooting workflows, and ensuring a great experience. - Monitor customer health, identify churn risks, and proactively increase engagement. - Identify account expansion opportunities and help create long-term customer advocates. - Gather customer feedback and collaborate with Product, Engineering, and Sales to improve the platform. - Build scalable Customer Success processes, documentation, and best practices as the company grows. - Analyze customer data and usage trends to drive strategic recommendations. Qualifications - 3+ years of experience in Customer Success, Account Management, Onboarding, or another client-facing role within B2B SaaS. - Advanced English communication skills, both written and spoken. - Experience managing customer onboarding and product adoption. - Strong stakeholder management and relationship-building skills. - Ability to troubleshoot operational and workflow-related issues. - Experience using CRM systems and customer support platforms (Zendesk or similar). - Intermediate to advanced proficiency with Google Sheets and Microsoft Excel. - Strong organizational skills with the ability to prioritize multiple initiatives. - Comfortable working in fast-paced startup environments. Requirements - Experience working with logistics, last-mile delivery, courier companies, or transportation businesses. - Experience supporting small business customers or operational teams. - Familiarity with customer health metrics and churn analysis. - Basic knowledge of SQL, Zapier, automation tools, or workflow optimization. - Experience working closely with Product or Engineering teams to influence product improvements. - Previous experience in an early-stage startup environment. Benefits - 10 days of PTO - Salary in USD - Your local holidays - Flexible working hours - Company Equity - Great opportunities for career growth - Opportunity to work in an amazing environment

• Create an engaged, high-performing community where members consistently show up, participate, and support one another • Become the trusted voice inside our member Facebook groups, creating conversations that drive action and accountability • Welcome new members and establish community rituals that encourage long-term engagement • Review member work including sales letters, job ads, pricing documents, sales scripts, marketing campaigns, and operational documents • Provide expert feedback while encouraging meaningful peer-to-peer coaching and collaboration • Run multiple live Q&A coaching sessions each week, facilitating discussions that deliver practical outcomes

• Own an established portfolio. Take over an established, hands-on book across mixed tiers and keep it running smoothly - you're the primary relationship and the person clients come to. • Own value realisation end to end. Where renewals fall during your term, you own the health of those accounts - surfacing risk early and driving each one to a clean close. • Keep adoption and value on track. Support clients through onboarding, adoption and value realisation, keeping momentum on the plans already in motion rather than rebuilding them from scratch. • Catch and coordinate. Flag risks before they escalate, channel client feedback internally, and coordinate across teams so clients experience CoachHub at its best throughout the cover period. • Run practical reviews. Hold regular check-ins and reviews that keep accounts progressing and demonstrate the value clients are getting - kept proportionate to each account's tier. • Hand back cleanly. Keep clear, current records and relationship notes so the returning CSM can pick the book back up seamlessly at the end of the term.