Open position across Drive TLV Alumni companies

Customer Success Manager



Hackensack, NJ, USA
Posted on Thursday, May 16, 2024

Job Title: Customer Success Manager

Location: New Jersey, United States (Hybrid)

About BringOz:

BringOz is a cloud-based end-to-end software solution to manage delivery, distribution and related services for global operations. Our mission is to transform how companies deliver services and goods by seamlessly bridging digital and physical interactions, improving experiences and productivity for consumers and stakeholders alike. As a Customer Success Manager, you will play a critical role in this transformation, empowering our clients to optimize and elevate their delivery processes through our innovative platform

Job Overview:

BringOz is growing and is looking for a talented individual with a wide skill set to join our customer success team.

As a CSM at BringOz, you will manage enterprise & mid market accounts, guiding and supporting them through their journey with our software solution. Your role will be pivotal in in uncovering the customer’s flow and needs, configuring the software to address them and maximizing the value they derive from various tools and capabilities. We are seeking a proactive, customer-oriented individual with a technical background in SaaS solutions, ready to lead our clients towards optimal use of our platform.

You will be the primary point of contact for the customer, ensuring their needs and feedback are directly addressed to maintain and enhance satisfaction and retention.

This role includes various degrees of remote support with times of extensive travel to the customers’ locations in order to achieve targets and goals.

As a customer-focused company, the BringOz CSM role requires a blend of technical know-how, customer advocacy, and business acumen to ensure clients receive the highest level of service.

Key Responsibilities:

  • Develop and maintain strong relationships with enterprise & mid market customers, understanding their business needs and challenges.
  • Plan and create a detailed customer journey tailored to the customer, ensuring a seamless experience at every stage.
  • Act as the primary point of contact for your accounts and as Tier1 & 2 Support, ensuring a seamless customer experience.
  • Conduct onboarding and training sessions tailored to the customer’s needs to maximize their understanding and effective use of the platform.
  • Develop customized training materials and documentation specific to their use-cases.
  • Work closely with the T1 CS team and serve as the primary liaison between the customer and our internal teams, ensuring that all issues, requests, and feedback are promptly addressed.
  • Hold regular strategy meetings with internal and external stakeholders to ensure ongoing satisfaction and to identify potential areas for further service and expansion.
  • Manage and report on key success metrics for the accounts, including user engagement, retention, overall health score, NPS, qualitative customer feedback, CES, CSAT and more
  • Travel to customer locations in the US for onboarding, meetings with stakeholders or launch of a new site.

Desired Experience, Qualifications, Skills:

  • At least 2 years of experience in customer success within a SaaS environment, preferably focused on enterprise accounts.
  • Tech-savvy with a solid understanding of SaaS solutions (non-coding aspects).
  • Prior experience with CRM tools is essential
  • Familiarity with WMS, OMS, or TMS systems is an advantage.
  • Advantage - Prior experience as an account manager
  • Advantage - Experience working in a CPG or logistics companies
  • Excellent communication skills in English, both written and spoken.
  • Knowledge of Spanish or other languages is a plus.
  • Ability to work remotely and adhere to a 8:00 to 17:00 Eastern Standard Time, Monday to Friday.
  • Travel may be required

Company Culture and Values:

At BringOz, we are committed to providing exceptional care for our customers and fostering a nurturing environment for our employees. Our culture is built on the belief in the potential of our people to grow and succeed within the organization.