Customer Success Manager, Burq
AI-powered last-mile delivery
Open for applications
AI-powered last-mile delivery
21-100 employees
Open for applications
21-100 employees
Company mission
To make offering delivery simple, flexible, and turnkey for enterprises.
Role
Who you are
- 3-5 years of experience in Customer Success in the B2B SaaS space
- Proven experience managing a large book of accounts with varying needs
- Previous startup experience—comfortable with ambiguity, change, and building from scratch
- Strong understanding of customer retention strategies and handling escalations effectively
- Excellent communication skills—able to explain complex solutions simply and clearly
- Ability to build trust quickly and foster strong customer relationships
- Organized, self-motivated, and able to manage competing priorities with minimal oversight
- Familiarity with the last-mile delivery or logistics industry is a plus
What the job involves
- We’re looking for a Customer Success Manager focused on our SMB segment to help our growing customer base succeed with our platform. You’ll manage a large book of business, driving adoption, retention, and satisfaction while acting as the first line of defense for escalations. You’ll be a proactive problem solver who can enable customers to get the most out of our product—even when they hit bumps in the road
- This role is perfect for someone who thrives in a fast-paced startup environment, knows how to juggle multiple accounts, and is passionate about building strong, lasting relationships
- Manage a large, diverse book of SMB accounts, ensuring each customer achieves their business goals using our platform
- Drive customer retention and reduce churn through proactive outreach, regular check-ins, and value delivery
- Handle customer escalations with urgency and empathy, working cross-functionally to find quick resolutions
- Provide training, enablement, and best practice guidance to customers so they can maximize platform adoption
- Serve as the voice of the customer internally, collaborating with Product, Engineering, and Support to improve features and processes
- Track account health metrics and identify expansion or upsell opportunities
- Develop account success plans for strategic customers within your book
- Contribute to building scalable processes for SMB customer success as our team grows
Our take
For many B2C businesses, surviving today means meeting the on-demand delivery needs of consumers - something that can be difficult to achieve as a small business. Whilst last-mile delivery warehouses save small businesses from having to build their own delivery infrastructure, working exclusively with a single provider can greatly limit delivery options and stall a company's growth.
Burq provides an on-demand B2C delivery service platform which allows businesses to access multiple delivery providers for same-day delivery. The platform integrates directly with major sales platforms such as Zapier and Shopify, offering an analytic dashboard and delivery tracker across different modes of transport and providers.
Taking advantage of the expanding last-mile delivery sector, Burq has scaled its operations, swiftly building a thriving customer base in the small retailer and startup sectors. Having received funding from investors such as Village Global, it continues to launch new features and gain recognition as a partner for business growth.
Freddie
Company Specialist at Welcome to the Jungle
Company
Company HQ
SoMa, San Francisco, CA
Leadership
Salman Habib
(Co-Founder)Previously co-founded HelpED Foundation where they served as the President. They also co-founded/ served as the CEO at Hellofriend.
Shaban Habib
(Co-Founder)Co-founder of HelpED Foundation and Hellofriend. Previously co-founded Hilfe Billing Providers and worked in Business Data Management at SunTrust.
Share this job
View 5 more jobs at Burq