Customer Success Manager

About Us Conduit is a dock and yard management system that helps 3PLs and shippers schedule trucks, manage drivers, and coordinate yard operations across multiple facilities. Our platform connects dock scheduling, driver check-in, yard management, and documentation into a single system, replacing the spreadsheets, email, and radio calls that shipping and receiving teams have relied on for decades. Conduit is backed by Innovation Endeavors, Y Combinator, and other top-tier investors, and works with hundreds customers across North America. Why Join Us? - This is an early-stage startup, and we're looking for someone who wants to wear many hats and help build the foundation of a strong organization. You'll have a direct hand in defining the product requirements our customers need, and the chance to build the systems and tools that help us scale. - This is a build-from-scratch seat, not a maintain-what-exists one. - Access to the latest AI tooling to push the limits on effective work, human creativity, and collaboration. - You'll play a pivotal role in client onboarding, ongoing client engagement, and feature adoption — with real ownership over documentation, support process, and how we partner with Product to bring customer needs to life. - Be part of a strong, nimble team that values initiative and cross-functional thinking. - Our new office sits in the heart of Belltown, steps from Pike Place Market, with the water right outside. - Flexible work environment with a hybrid setup in Seattle (3 days a week). - Competitive compensation package with equity opportunities. - Comprehensive benefits, including health, dental, and vision insurance. - Flexible vacation policy with a 2-week minimum. - A deeply loyal customer base that regularly contributes product ideas to fuel our growth. - We're backed by Innovation Endeavors, Y Combinator, and other top-tier investors. Job Summary: We're looking for a Customer Success Manager to own critical post-sales work across client onboarding, support, documentation, and success initiatives. This role is ideal for someone with experience in SaaS client launches, customer success operations, and cross-functional project coordination—especially within logistics or supply chain software (WMS, TMS, etc.). You'll play a pivotal role in ongoing client engagement and feature adoption, working through a combination of documentation, support process optimization, and partnership with product and customer-facing teams. This role is hybrid in Seattle, WA. Key Responsibilities Client Launch & Onboarding - Lead onboarding for new clients, owning project coordination and tracking deliverables - Manage high-complexity launches or integrations as needed, collaborating closely with Solutions, Product, and Sales teams - Ensure timely execution of onboarding tasks and client communications Customer Support Systems - Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-F - Drive ongoing improvements to ticket workflows and support escalation processes - Document recurring issues, resolutions, and product gaps Documentation & Knowledge Management - Maintain and expand the Knowledge Hub Help Center, ensuring resources are current, accurate, and accessible - Input and categorize client requests, feedback, and feature ideas into internal systems - Collaborate with internal stakeholders to ensure documentation is aligned with product updates and support needs Customer Success & Retention - Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients - Gather client feedback and operational insights to inform renewal conversations with Sales - Identify expansion opportunities through observation of client needs and product engagement Feature Rollouts & Product Enablement - Work with the Product & Engineering team to gather information on upcoming features/modules - Support the rollout of new product features through demos, training materials, and documentation updates - Shape internal/external-facing product documentation in partnership with Product and Marketing teams - Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions (problem statement, proposed solution, technical impact) Qualifications Required Qualifications - 2-4+ years of direct experience in SaaS operations, client onboarding, or customer success - Proven experience managing client launches or onboarding, especially in partnership with AE/AMs - Familiarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools) - Experience in Logistics and Supply Chain, preferably with 3PL exposure - Ability to travel up to 15% - Demonstrated experience with Google Sheets or Excel - Strong project management skills with ability to coordinate across multiple teams and priorities - Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat) - Ability to write clear, concise system documentation and instructional content - Self-starter with excellent organizational and communication skills, who is deeply curious - Strong problem-solving skills and a service-oriented mindset - Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes Nice to Have: - Experience using tools like Jira/Linear, Asana, Intercom/Zendesk, Notion, or similar - Familiarity with logistics workflows or client configuration processes - Prior work in a startup or high-growth environment The salary range for this role is $120,000 - $145,000. All employees receive company equity as part of their compensation package. LI-DNI