客户成功经理
Customer Success Manager
关于Portless
Portless是一家充满活力和创新的第三方物流（3PL）提供商，正在革新企业如何管理其直接供应链。我们帮助商家通过快速、可靠的履行和物流服务，实现无缝的售后体验——从而自信地增长。
职位描述
作为客户成功经理，您将负责一组商家，并推动完整的客户成功飞轮：采用 → 实现价值 → 扩展 → 有信心续约。这不是一个“工单转接”的角色。您是商家增长的战略合作伙伴。您将通过积极推动采用、识别提升运营表现的路径，并引入能深化价值的服务，对客户成果负责。您将在商家目标与运营现实之间架起桥梁，确保我们的交付既成功又可扩展。
您将负责的内容（职责）
1. 采用与赋能
- 领导上线后成功：通过严格的成功计划，确保商家达到运营“上线”和早期稳定状态。
- 推动功能采用：将商家目标与Portless能力对齐，确保他们充分利用我们的平台潜力。
2. 价值实现与成果
- KPI操作化：为每个账户定义成功标准（速度、成本、交付体验），并转化为可衡量的绩效指标。
- 主动健康监控：使用如销量趋势和异常率等领先指标，在问题影响商家之前进行预防。
- 战略业务回顾：主导中期回顾（MBR）/季度业务回顾（QBR），证明价值并就下一季度的重点达成一致。
3. 通过服务和升级销售实现扩展（Expand）
- 以成果为导向的解决方案：通过增值服务（如订单保护和库存融资）识别提升商家增长的机会。
- 构建商业案例：进行调研并制定解决方案，展示对商家明确的投资回报率（ROI）。
- 可重复的扩展策略：为以服务为导向的增长贡献内部指南。
4. 续约与风险领导
- 预测与缓解：尽早识别流失风险，并建立内部共识以交付风险缓解计划。
- 升级管理：作为复杂问题的高级联系人，推动根本原因分析和纠正措施。
5. 跨职能领导
- 内部倡导：作为“商家的声音”，在平衡运营限制的同时，推动运营、产品和工程团队的责任感。
查看英文原文
About Portless
Portless is a dynamic and innovative 3PL provider revolutionizing how businesses manage their Direct Supply Chain. We help merchants deliver a seamless post-purchase experience through fast, reliable fulfillment and logistics—so they can grow with confidence.
About the Role
As a Customer Success Manager, you will own a portfolio of merchants and drive the full customer success flywheel: Adopt → Realize Value → Expand → Renew with Confidence This is not a "ticket routing" role. You are a strategic partner in your merchant's growth. You will be accountable for customer outcomes by proactively driving adoption, identifying paths to improve operational performance, and introducing services that deepen value. You will bridge the gap between merchant goals and operational reality, ensuring our delivery is both successful and scalable.
What You’ll Own (Responsibilities)
1. Adoption & Enablement
- Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans.
- Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.
2. Value Realization & Outcomes
- KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.
- Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.
- Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.
3. Expansion via Services & Upsells (Expand)
- Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.
- Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.
- Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth.
4. Renewal & Risk Leadership
- Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.
- Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.
5. Cross-Functional Leadership
- Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.
- Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.
Success Metrics (What “Good” Looks Like)
- Retention: Gross Retention Rate and Churn Risk Reduction.
- Adoption: Achievement of early-stage adoption milestones.
- Growth: Service attach rate and influenced upsell pipeline.
Qualifications
- Fluent in English: Exceptional written and spoken communication for an executive audience.
- 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.
- Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).
- Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1
- Selling Comfort: Experience with services-led discovery and value articulation.
Values & Ways of Working
- Extreme Ownership: A "Merchant-First" mentality with a kind-and-caring team orientation.
- Judgment & Precision: Knows when to be strategically bold and when to be operationally precise.
- Scalability: Focuses on building repeatable systems rather than one-off heroics.6
Ideal Candidate Profile
You are tired of "surface-level" CS roles and want to own the entire lifecycle of a physical product’s journey. You are a systems-thinker who hates "one-off heroics" and would rather build a playbook that solves a problem for 100 merchants at once. You are strategically bold enough to challenge a merchant's assumptions but operationally precise enough to ensure their packages arrive on time.
Originally posted on Himalayas