{"id":915415,"url":"https://alion.io/job/portless-customer-success-manager","title":"Customer Success Manager","company":{"id":689224,"name":"Portless","domain":"portless.com","url":"https://alion.io/company/portless","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-02T06:13:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-14T00:00:00Z","employer_posted_date":"2026-09-14","last_verified_at":"2026-11-02T10:00:03Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"About Portless\nPortless 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.\nAbout the Role\nAs 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.\nWhat You’ll Own (Responsibilities)\n1. Adoption & Enablement\nLead Post-Launch Success: Ensure merchants reach operational \"go-live\" and early stability through rigorous success plans.\nDrive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform.\n2. Value Realization & Outcomes\nKPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics.\nProactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant.\nStrategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter.\n3. Expansion via Services & Upsells (Expand)\nOutcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing.\nBuild Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant.\nRepeatable Expansion Plays: Contribute to internal playbooks for service-led growth.\n4. Renewal & Risk Leadership\nForecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans.\nEscalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions.\n5. Cross-Functional Leadership\nInternal Advocacy: Be the \"voice of the merchant\" while balancing operational constraints; drive accountability across Operations, Product, and Engineering.\nFeedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap.\nSuccess Metrics (What “Good” Looks Like)\nRetention: Gross Retention Rate and Churn Risk Reduction.\nAdoption: Achievement of early-stage adoption milestones.\nGrowth: Service attach rate and influenced upsell pipeline.\nQualifications\nFluent in English: Exceptional written and spoken communication for an executive audience.\n3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role.\nDomain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred).\nAnalytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1\nSelling Comfort: Experience with services-led discovery and value articulation.\nValues & Ways of Working\nExtreme Ownership: A \"Merchant-First\" mentality with a kind-and-caring team orientation.\nJudgment & Precision: Knows when to be strategically bold and when to be operationally precise.\nScalability: Focuses on building repeatable systems rather than one-off heroics.6\nIdeal Candidate Profile\nYou 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.","description_format":"text","description_chars":4035,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Advanced (C1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Transportation & Logistics","Logistics","Supply Chain"],"lifecycle":[{"event":"open","at":"2026-09-14T19:49:49Z"}],"visa":[],"liveness":{"score":28,"band":"fade","label":"Fading","p_open":1,"p_active":0.514,"p_room":0.55,"age_days":49,"expected_fill_days":35,"reasons":["conf:2","win:tail"],"computed_at":"2026-11-02T06:13:15Z"},"pay":null,"html_url":"https://alion.io/job/portless-customer-success-manager","json_url":"https://alion.io/job/portless-customer-success-manager.json","meta":{"generated_at":"2026-11-02T11:21:06Z","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":15667,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-03T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"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":689224},"rest":"https://alion.io/mcp/rest/get_company?id=689224"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fportless-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"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%2Fportless-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"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%2Fportless-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/portless-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fportless-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":915415}},{"tool":"search_jobs","arguments":{"company":"portless.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":915415},"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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