Customer Success Manager, Webcargo

• 2+ years of experience in Customer Success, Customer Experience, Account Management, Solution Consulting, Implementation, or high impact customer facing role
• Strong experience working with B2B SaaS, logistics technology, freight forwarding, marketplaces, or supply chain solutions
• Experience managing enterprise, mid-market, or strategic customers
• Strong understanding of the post-golive customer lifecycle, including adoption, enablement, customer health, retention, and value realization
• Ability to identify churn risks, adoption gaps, and customer experience issues early
• Strong communication, stakeholder management, and problem solving skills
• Ability to work cross-functionally with Sales, Account Management, Product and Operations
• Comfortable creating structure in a fast moving environment where ownership is not always clearly defined
• Strong documentation and process mindset
• Strong verbal and written English communication skills. Spanish is also a strong plus
• Experience working with customers across multiple time zones

Desirable

• We are looking for a proactive, impact-driven Customer Success Manager to own the post-onboarding lifecycle for enterprise accounts in the NORAM/LATAM region. In this role, you will be the ultimate champion for user adoption, platform value realization, and cross-functional coordination. You will bridge the gap between commercial strategy and day-to-day execution, ensuring our forwarder and shipper clients fully leverage the power of the Freightos platform
• If you excel at turning technical escalations into seamless customer experiences, driving user engagement, and protecting revenue streams through deep product expertise, we want to hear from you
• Own the post-go-live lifecycle for designated regional accounts to maximize user adoption and platform value
• Proactively monitor account health to identify low-usage trends, friction points, and churn risks early
• Identify expansion opportunities by helping customers scale usage across new workflows and internal teams
• Partner with Sales / Account Management by providing regular updates on client health, risks, and growth signals
• Lead post-onboarding training sessions, advanced product refreshers, and best-practice workshops for clients
• Ensure a smooth transition for customers moving from initial onboarding into long-term customer success
• Support scalable education by contributing to user documentation, training guides, and self-service content
• Act as the primary customer point of contact for complex, high-priority, or post-go-live technical issues
• Coordinate cross-functionally with Operations, Product, Engineering, PMO to build clear resolution paths
• Provide customers with clear and timely updates throughout the lifecycle of key customer requests and critical escalations
• Absorb non-commercial operational tasks to free up Sales and Account Management teams for revenue-generating activities
• Maintain clear boundaries by supporting adoption and customer experience without taking on commercial quota or contract ownership
• Translate customer insights and product feature gaps into structured feedback for the Product and Operations teams
• M-F 8 hours per day