客户成功经理
Customer Success Manager
我们正在寻找一名客户成功经理，负责与我们的商户和企业合作伙伴在售后阶段的关系管理——从入职到续约和增长。你将成为客户的首要联系人和值得信赖的顾问，是内部代表客户利益的声音，也是确保客户账户健康并持续增长的人。你还将使用AI原生工具，每天借助AI工具提升效率，解决大多数人会升级并等待处理的问题。
客户关系管理：为新客户进行入职和上线，作为其主要联系人，并与客户组织中的关键决策者建立关系
● 保留与增长：监控使用数据和账户健康状况，识别并提前应对流失风险，定期进行检查和季度业务回顾（QBR）
● 产品反馈循环：作为客户在内部的声音，帮助推动产品和工程路线图的优先级
● 跨职能协作：与领导层、供应链、支持、销售和产品团队紧密合作，解决问题并为客户实现成果
● 指标责任：负责并汇报你的客户群体的ARR、流失率和NPS
● 日常使用AI工具——撰写账户摘要和QBR、分析账户健康数据、自动化重复性报告、加速问题分类——作为你工作方式的核心部分，而非偶尔的附加功能
● 参与构建可扩展的客户成功流程，随着团队成长而不断优化
要求
● 3–5年以上客户成功、账户管理或管理复杂或企业客户的相关客户面向岗位经验
● 在物流、最后一公里配送或供应链运营方面有经验——例如管理拥有配送车队的商户的调度或运营，或在配送服务商中担任运营或合作伙伴面向的岗位，或在物流公司/货运公司或承运商的工作经验
● 熟悉API和技术集成——能够理解配送/物流平台如何连接，并能与客户和产品/工程侧的技术相关方进行可信沟通
● 在客户入职、推动采用、保留和扩展方面有成功记录
● 能够负责并汇报如ARR、流失率和NPS等账户指标
● 强大的跨职能协作能力——能够在供应链、支持、销售、产品和领导层之间有效合作，为客户实现成果
● 成长型思维：将模糊性和问题视为需要解决的事物，而非需要升级和等待的障碍
● AI原生
查看英文原文
We're looking for a Customer Success Manager to own the post-sale relationship with our merchant and enterprise partners — from onboarding through renewal and growth. You'll be the primary point of contact and trusted advisor for our customers, the internal voice that champions their needs, and the person who keeps their accounts healthy and growing. You'll also work AI-native, using AI tools daily to move faster and solve problems most people would escalate and wait on. Customer relationship management: onboard and launch new customers, serve as their primary point of contact, and build relationships with key decision-makers within customer organizations
● Retention & growth: monitor usage data and account health, identify and get ahead of churn risk, and run regular check-ins and QBRs
● Product feedback loop: be the voice of the customer internally, and help drive priority on our product and engineering roadmap
● Cross-functional coordination: partner closely with leadership, supply, support, sales, and product to resolve issues and drive outcomes for your customers
● Metrics ownership: own and report on ARR, churn, and NPS for your book of business
● Use AI tools day-to-day — drafting account summaries and QBRs, analyzing account health data, automating
repetitive reporting, and accelerating issue triage — as a core part of how you work, not an occasional add-on
● Contribute to building scalable customer success processes as our team grows
Requirements
●3–5+ years in customer success, account management, or a client-facing role managing complex or enterprise accounts
● Experience in logistics, last-mile delivery, or supply chain operations — e.g., running dispatch or operations for a merchant with a delivery fleet, an operations or partner-facing role at a delivery provider, or experience at a logistics/freight company or carrier
● Comfortable working with APIs and technical integrations — able to understand how delivery/logistics platforms connect and speak credibly with technical stakeholders on both the customer and product/eng sides
● Proven track record onboarding customers and driving adoption, retention, and expansion
● Comfortable owning and reporting on account metrics like ARR, churn, and NPS
● Strong cross-functional collaborator — able to work across supply, support, sales, product, and leadership to
drive outcomes for customers
● A growth mindset: treats ambiguity and problems as things to solve, not blockers to escalate and wait on
● AI-native — actively and fluently uses AI tools (Claude, ChatGPT, etc.) in daily work, and is quick to adopt
new AI tooling as it becomes available
● Excellent communication skills — able to build relationships with key decision-makers and explain complex
issues simply and clearly
● Comfortable with ambiguity, change, and building processes from scratch in a startup environment
Benefits
Investing in you 🙏
- Competitive Salary, Stock Options, and Performance-based Bonuses
- Fully Remote
- Comprehensive Medical, Vision and Dental Insurance
At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Originally posted on Himalayas