The Offer
* Work alongside & learn from best in class talent
* Opportunity to make a positive impact
* Fantastic work culture
The Job
Our client is seeking a strategic and results-driven Customer Success Manager who will play a critical role in ensuring our clients achieve maximum value from our solutions. In this role, you’ll work closely with our clients, including key decision-makers, to understand their needs and align our offerings with their goals. You will build long-term partnerships, influence product direction through client insights, and be the advocate of our clients’ voices within Portcast.
What Success Looks Like in This Role:
* Building and nurturing strong, strategic partnerships with clients, ensuring they view Portcast as an integral part of their business strategy.
* Proactively identifying expansion opportunities, leading to an increase in adoption and customer satisfaction.
* Driving client retention through high engagement and value realization, resulting in a strong NPS.
* Successfully navigating complex client needs and feedback to continuously improve our solutions and customer experience
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, particularly in aligning our solutions with their strategic goals and addressing their unique challenges.
* Collaborate with cross-functional teams, including product and engineering, to channel customer feedback and drive improvements that enhance Portcast's value proposition.
* Develop and execute success plans tailored to each client, conducting regular check-ins, QBRs, and strategic sessions to drive adoption and satisfaction.
* Analyze customer data and metrics to provide actionable insights and continuously improve the client journey.
* Identify and act on expansion opportunities within accounts, contributing to Portcast’s revenue growth and customer retention objectives.
The Profile
* A bachelor's or master's degree or equivalent, ideally with specialization in Business, Marketing, Engineering, Computer Science, or related disciplines.
* 5+ years of experience in customer success, sales, or account management within a B2B SaaS environment (experience with AI/data solutions and the LogTech or shipping industry is a plus).
* Proven ability to manage complex, strategic customer relationships, with a focus on driving outcomes that align with both customer and company goals.
* Exceptional communication and consultative skills, with the ability to effectively engage and influence senior stakeholders in enterprise organizations.
* Strong analytical skills and comfort working with customer success metrics to track and enhance client performance.
* Empathy, patience, and urgency to understand and address customer needs effectively.
* A collaborative, problem-solving mindset with the ability to adapt in a fast-paced, innovative environment.
* Self-starter with the ability to take ownership of the account/CS process from end to end, capable of working autonomously and driving results without constant oversight.
* Understanding of the logistics & supply chain industry, specifically on real-time transportation visibility platforms is a plus.
Join us at Portcast and be part of a high-performing team shaping the future of the logistics and shipping industry through cutting-edge predictive analytics. You’ll have the opportunity to drive meaningful impact for our customers and help build a resilient supply chain ecosystem. If you’re passionate about customer success, innovation, and helping businesses unlock the power of data, we want to hear from you!
The Employer
Our client is a venture-backed Singapore based startup that develops predictive supply chain technology for the logistics industry. Our client is focused on building the next-gen logistics operating system to predict how cargo moves across the world and enable data-driven supply chain planning.