Customer Success Manager

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 have escalated and waited 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 organizationsRetention & growth: monitor usage data and account health, identify and get ahead of churn risk, and run regular check-ins and QBRsProduct feedback loop: be the voice of the customer internally, and help drive priority on our product and engineering roadmapCross-functional coordination: partner closely with leadership, supply, support, sales, and product to resolve issues and drive outcomes for your customersMetrics ownership: own and report on ARR, churn, and NPS for your book of businessUse 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-onContribute to building scalable customer success processes as our team grows3–5+ years in customer success, account management, or a client-facing role managing complex or enterprise accountsExperience 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 carrierComfortable 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 sidesProven track record onboarding customers and driving adoption, retention, and expansionComfortable owning and reporting on account metrics like ARR, churn, and NPSStrong cross-functional collaborator — able to work across supply, support, sales, product, and leadership to drive outcomes for customersA growth mindset: treats ambiguity and problems as things to solve, not blockers to elevate and wait onAI-native — actively and fluently uses AI tools (Claude, ChatGPT, etc.) in daily work, and is quick to adopt new AI tooling as it becomes availableExcellent communication skills — able to build relationships with key decision-makers and explain complex issues simply and clearlyComfortable with ambiguity, change, and building processes from scratch in a startup environmentInvesting in youCompetitive Salary, Stock Options, and Performance-based BonusesFully RemoteComprehensive Medical, Vision and Dental InsuranceAt 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.
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