{"id":3989471,"url":"https://alion.io/job/cargosprint-sr-customer-success-manager","title":"Sr. Customer Success Manager","company":{"id":670501,"name":"CargoSprint","domain":"cargosprint.com","url":"https://alion.io/company/cargosprint","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guadalajara, Mexico"],"countries":["MX"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"HubSpot","optional":false},{"name":"Salesforce","optional":false},{"name":"Zendesk","optional":false}],"status":"live","first_seen_at":"2026-11-09T21:38:13Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-12T14:17:48Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Empowering the people that make global commerce happen.\nAbout CargoSprint\nCargoSprint is made up of a world-class team of highly motivated individuals who are passionate about transforming the cargo industry. We have developed cutting-edge digital solutions that streamline cargo operations, enhance efficiency, and improve the overall experience for everyone involved. Our workplace fosters innovation, collaboration, and the drive to solve industry challenges.\nCargoSprint is dedicated to delivering game-changing solutions that connect the cargo industry like never before, and we are looking for driven, enthusiastic people who share our vision of innovation and excellence.\nIf you think we are agreat mutual fit, we want hear from you!\nAbout You\nYou are passionate about the role and thrive on solving complex problems with a talented team of colleagues who both challenge and support you. You believe in lifelong learning, constantly honing your skills and staying on the cutting edge of technology. Most importantly, you want to engage your talents to make a meaningful difference by revolutionizing the cargo industry.\nAbout the role\nCargoSprint is building its Customer Success function from the ground up, and this role will help shape how it works. As a Customer Success Manager, you will own the day-to-day success of customers across CargoSprint's logistics technology products, starting with SprintPay and expanding to our other products over time. A strong early focus is account setup and implementation: getting customer accounts set up correctly, making changes as their business evolves, and moving customers quickly to their first successful transaction. Just as important, you will be the main point of contact for your customers, building trusted relationships and acting as their voice inside CargoSprint.\nYou will work within the playbooks the Sr. Manager, Customer Success, is developing, executing them and contributing to their ongoing improvement, along with the templates and handoffs that make setups fast and consistent. This is a hands-on role for someone who is organized, detail-oriented and self-directed, and who genuinely wants customers to get value from the tools they use. As the function matures, you will take on ownership of a mixed portfolio of customer relationships, from high-touch accounts to tech-touch customers who are largely self-serve.\nWhat you'll do\nOnboarding & Activation\nGuide customers through structured onboarding journeys, ensuring they complete their first successful transaction on the CargoSprint platform within defined Time to Value (TTV) windows.\nSet up and configure customer accounts using CargoSprint's internal tools, and implement changes to existing accounts as customers' needs evolve, with accuracy checks before changes go live.\nExecute onboarding and setup playbooks across key customer segments, including intake of customer requirements from Sales, and contribute improvements to the playbooks, adapting communication style and cadence to fit high-touch, low-touch and tech-touch engagement models.\nMonitor activation milestones during the first 30-60 days of a customer relationship, tracking each setup from request to go-live, and flagging delays and blockers and escalating when warranted.\nCustomer Relationships, Retention & Expansion\nBe the main point of contact for your assigned customers, from setup onward, building trusted relationships through regular conversations, clear status updates and expectation setting.\nBe the voice of the customer inside CargoSprint: bring customer needs, friction and feedback to Sales, Support and Product, and close the loop with the customer on what happens next.\nPrepare and lead, or co-lead with Account Executives, regular business reviews with your assigned customers, covering usage, account health, open items and next steps.\nReach out proactively on usage drops or product releases before issues escalate to Support, support Sales ahead of renewals with account health insight, and route expansion signals to Sales with full context.\nContribute to Net Revenue Retention (NRR) goals by keeping your assigned accounts engaged and healthy.\nAdoption & Health Monitoring\nTrack product usage signals (login frequency, transaction volume, feature adoption) across your assigned accounts and take proactive action when disengagement indicators appear.\nHelp establish and maintain Customer Health Scores for your assigned accounts, and trigger outreach when scores fall below defined thresholds.\nIdentify patterns in customer friction and contribute structured observations to playbook improvements and the Product feedback loop.\nAutomation & Scaled Engagement\nDocument setup procedures and build a library of reusable templates, checklists and outreach sequences that the team can deploy quickly and consistently.\nIdentify manual, repetitive setup and CS tasks and work with the Sr. Manager to automate or simplify them, including as customer self-service expands.\nMonitor how automated onboarding flows and triggered email sequences perform as they are launched, and provide feedback to the Sr. Manager on what to improve.\nAct as the human escalation layer when automated flows surface customers who need direct engagement, triaging efficiently and resolving or escalating as appropriate.\nManage the self-serve experience for applicable customers, ensuring customers can find answers without contacting Support, including keeping the customer-facing knowledge center current.\nReporting & Collaboration\nMaintain clean, current account data in CargoSprint's CRM and CS platforms to support business reviews with your customers and internal reviews with the Sr. Manager.\nReport on setup turnaround and Time to Value alongside traditional CS KPIs.\nCoordinate closely with Sales, Customer Support & Operations and Product on handoffs, ticket trends and Voice of Customer themes.\nQualifications\n5+ years in a Customer Success, account management, implementation, onboarding or other post-sale customer-facing role at a SaaS, logistics technology, fintech, or B2B platform company.\nHands-on experience setting up or configuring customer accounts in a business application, with a track record of moving customers to active usage.\nProven ability to build trusted customer relationships and act as a customer's main point of contact and advocate, including leading or co-leading customer business reviews.\nExperience working with customer success tools to manage a book of business, such as CRM (Salesforce, HubSpot), CS platforms (Gainsight), and knowledge and support tools (Confluence, Zendesk), and familiarity with core CS metrics: Time to Value, Customer Health Score, Churn Rate and NPS.\nStrong written and spoken communication skills in English and Spanish, with availability to overlap with US Central time.\nOrganized and self-directed, able to manage multiple setups and accounts without dropping milestones; a self-starter who has built a process or template where none existed.\nPractical experience using AI tools in your daily work (drafting, summarizing, researching, automating tasks), enthusiasm for applying AI in customer success.\nCompensation and Benefits\nAt CargoSprint, we are “Empowering the People that make Global Commerce Happen”-and we know that starts with our CargoSpinter’s. That’s why we offer competitive pay and benefits designed to fuel our team’s success:\nPrivate Medical Plan\nSavings Fund\nMonthly Food Vouchers\n30-Day Aguinaldo\nVacation days starting Day-1, paid holidays and Birthday off\nPaid Gym Membership\nPaid Covered Parking\nProfessional Development opportunities\n#LI-Hybrid\nDoes this role sound like the next step in your career?\nWe’d love to hear from you! If you don’t meet all of the requirements exactly, we encourage you to use your cover letter to tell us about your unique experience-talent comes from many places, and skills are transferable.\nOur Commitment to an Extraordinary Work Environment\nAt CargoSprint, we value diversity and inclusivity. We strive to create a welcoming and supportive community for employees from all backgrounds. Regardless of your gender, sexual orientation, physical ability, religion, ethnicity, race, or age, you will find a place where you can thrive and be your authentic self.\nOur CargoSprint Recruitment Team personally reviews every application.","description_format":"text","description_chars":8345,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Gym membership","Professional development"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Logistics","Supply Chain & Logistics Software"],"lifecycle":[{"event":"open","at":"2026-11-09T22:52:14Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":2,"expected_fill_days":30,"reasons":["conf:2","velocity","win:early"],"computed_at":"2026-11-12T10:38:37Z"},"pay":null,"html_url":"https://alion.io/job/cargosprint-sr-customer-success-manager","json_url":"https://alion.io/job/cargosprint-sr-customer-success-manager.json","meta":{"generated_at":"2026-11-12T18:12:12Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":38251,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-13T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":670501},"rest":"https://alion.io/mcp/rest/get_company?id=670501"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcargosprint-sr-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcargosprint-sr-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcargosprint-sr-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cargosprint-sr-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcargosprint-sr-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3989471}},{"tool":"search_jobs","arguments":{"company":"cargosprint.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3989471},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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