Customer Success Manager

🏆 What’s the Opportunity?

cargo.one is the leading digital platform enabling freight forwarders to seamlessly search, compare, quote, and book air freight capacities across a multitude of airlines. Our solution boasts an impressive NPS of +65 and is trusted by thousands of freight forwarders globally. We are on a mission to transform how the air cargo industry operates and are looking for passionate individuals to join our ambitious team.

As our Customer Success Manager, you will play a critical role in ensuring the satisfaction and growth of our SMB customer base. Your main objective will be to ensure customer retention, provide quality onboarding, driving customer engagement, and identifying upsell opportunities that contribute to cargo.one’s expansion. 

🌍 You can work from (almost) anywhere in South or East Europe. Please check here if the country you are in is on our hiring list. We are a remote company, but regularly meet in person, too.

At cargo.one, we foster a positive, diverse, hard-working and feedback-heavy culture, with a strong dose of playfulness. Join us now and transform the way airlines sell cargo!

🎬 A snapshot of what you will be doing here:

• Professionally onboard customers to ensure they make the most of their subscription and that you build a relationship with them from day one on the platform

• Actively engage with customers to understand their workflows, enabling them to leverage the right features for productivity and growth.

• Own the success and expansion of your SMB customer portfolio by exceeding growth quotas for Annual Recurring Revenue (ARR).

• Collaborate with customers to uncover their needs, positioning relevant platform features and paid modules as solutions.

• Build and execute tailored plans to educate customers about newly released paid features.

• Manage the full sales cycle for upsell opportunities, ensuring timely communication, thorough demos, and seamless deal & contract renewal closures.

• Organize and maintain a thorough understanding of your portfolio, identifying key accounts and top-tier, trustworthy customers by region.

• Provide valuable feedback to our product team based on customer insights, helping shape the future of our offerings.

🙋🏽‍♀️ What you’ll need:

• Adaptability: We are a high growth startup and our strategy may from time to time shift with new company priorities. The ideal candidate is comfortable in this environment and will partner with us to build our playbook to reach these goals.

• Proactivity: We value proactivity and team members who take initiative, we fully support you but also trust you to execute as necessary without micro-management.

• Commercial Acumen: Especially for those who have chosen Customer Success as their career, and include proven track record of customer expansion both in usage and new revenue in a SaaS environment.

• Customer Focus: Ability to build trust-based relationships and empathize with customer needs, balancing both their success and company goals.

• Organizational Skills: Highly organized and detail-oriented, capable of managing multiple accounts and prioritizing effectively in a dynamic environment.

• Entrepreneurial Mindset: Proactive, resourceful, and resilient in handling challenges with minimal guidance.

• Tech Proficiency: Strong understanding of digital tools and platforms, with the ability to quickly grasp new technologies.

• Communication Excellence: Exceptional written and verbal communication skills to engage diverse audiences and build rapport.

• Analytical Thinking: Ability to analyze customer workflows and offer tailored solutions aligned with business objectives.

• Native or equivalent in English (second language is a plus, especially: German, Spanish, Italian).

   

🙌 Nice to haves:

• Industry Knowledge: Experience in freight forwarding, logistics, or SaaS solutions for supply chain management.

• CRM Proficiency: Familiarity with tools like Salesforce for tracking customer interactions, managing pipelines, and analysing account performance.

• Data Proficiency: Familiarity with basic account data analysis to make plans and decisions about where to focus your efforts in your portfolio for maximum impact.

• Additional language skills.

❤️ We think you will love working here if:

• You value building great relationships and trust with your team and managers.

• You see working remotely successfully as a pioneering challenge which is constantly evolving.

• In everything you do, you take ownership and get a kick out of exceeding expectations.

• You love experimenting with new ideas and get super excited when you find an opportunity for process improvement.

• When faced with the choice, you’d rather opt for the ambitious to ensure you grow, than take the easy option.

• You see the value of giving and receiving feedback and incorporate this into everything you do. 

• You are not afraid to voice your opinions and like using data to back them up.

✨ We are currently offering the following benefits globally:

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc. in addition to the laptop that we will have delivered to you prior to your starting date.

• Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and also have opportunities to  meet as a team. Click here to watch a video from one of our early offsite events.

• Unlimited co-working options through our partner desana all around the world.

• Bloom: premium digital mental health care for remote teams.

• 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves.

• Permanent full-time employment through our partner Remote.com in case you are based outside of Germany.

🤔 What is so exciting about working in the air cargo industry?

Imagine a world without a Skyscanner or Kayak when trying to book your next holiday. That is exactly where the air cargo industry finds itself today.  With the backing of internationally prominent investors, we are shaping the future of how the air cargo industry will work by providing a tech solution for a currently very manual and time-intensive process for airlines and freight forwarders to book air cargo, an industry which is worth almost $123bn. Our solution allows users to transparently and efficiently search for and book air cargo within seconds! If you want to be part of a company pioneering the way in the future of air cargo, get in touch!

📚 Curious to know more?

• Read more about connecting the world’s air cargo markets to make them more productive and successful.

• Get to know Siena, Alex, and Bogna from the cargo.one team and find out more about daily challenges, most significant achievements and personal motivations. 

• View cargo.one latest news.

• Click here to view a video from one of our offsites.