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Customer Success Specialist (Hybrid)

/in /by

• Dayshift—Full-time
• Hybrid

Job Description:
We are seeking a proactive and customer-focused Customer Success Specialist to join our growing team in the logistics SaaS space. In this role, you will act as the key liaison between our customers and internal teams, ensuring smooth onboarding, adoption, and ongoing satisfaction with our logistics software solutions.

You will work closely with logistics managers, supply chain teams, and 3PL providers to help them achieve maximum value from our platform, resolve any issues, and identify opportunities for growth and improvement.

Key Responsibilities:
• Serve as the primary point of contact for assigned customer accounts post-sale
• Guide new customers through onboarding and training processes
• Understand customer goals and align our software solutions to help them achieve success
• Monitor product usage and proactively engage customers to improve adoption
• Resolve customer inquiries and issues in a timely and professional manner
• Act as a liaison between customers and product/engineering teams to communicate feature requests, feedback, or issues
• Collaborate with Sales and Account Management teams to identify upsell or renewal opportunities
• Maintain accurate customer records and documentation in CRM tools
• Create and deliver regular reports on account health, product usage, and support trends
• Conduct quarterly business reviews (QBRs) with key customers

Requirements:
• Bachelor’s degree in Business, Supply Chain, Logistics, or related field
• 2+ years of experience in a customer success, account management, or customer support role (preferably in SaaS or logistics)
• Strong understanding of logistics operations (e.g., freight forwarding, warehousing, last-mile delivery)
• Experience with SaaS platforms, CRM tools (e.g., Salesforce, HubSpot), and support tools (e.g., Zendesk, Intercom)
• Excellent communication, problem-solving, and relationship-building skills
• Analytical mindset with the ability to interpret data and provide actionable insights
• Customer-first attitude and a proactive approach to support
• Ability to manage multiple accounts and priorities with strong organizational skills
• Comfortable working in a fast-paced, tech-driven environment.

 

Due to the volume of applications, we regret only shortlisted candidates will be notified. Candidates will only be contacted by authorised Flat Planet’s recruiters via the firm’s business contact number or business email address.