Key Responsibilities

• Manage a portfolio of mid-market to enterprise customers, serving as the primary point of contact
• Develop and execute customer success plans aligned with client business goals
• Drive onboarding, implementation, and adoption of the platform
• Conduct regular business reviews (QBRs) to demonstrate ROI and identify growth opportunities
• Monitor customer health metrics and proactively mitigate churn risk
• Partner with Sales to identify and execute upsell and cross-sell opportunities
• Collaborate with Product and Engineering teams to advocate for customer needs
• Provide strategic guidance on best practices within freight forwarding and logistics operations
• Deliver training, enablement, and ongoing support to ensure long-term success
• 5+ years of experience in Customer Success, Account Management, or Client Services within SaaS
• Experience working with logistics, supply chain, or freight forwarding customers strongly preferred
• Proven track record of managing enterprise accounts and driving retention and expansion
• Strong understanding of SaaS metrics (churn, NRR, adoption, etc.)
• Exceptional communication and relationship-building skills
• Ability to translate complex workflows into actionable solutions
• Experience with CRM and customer success tools (e.g., Salesforce, Gainsight, HubSpot)
• Highly organized with the ability to manage multiple accounts simultaneously

About the Company:This fast-growing, venture-backed SaaS company is transforming the global logistics and supply chain industry through innovative, cloud-based technology. Its platform is designed specifically for freight forwarders and logistics providers, enabling them to manage shipments, streamline operations, and improve financial performance—all within a single system.

About Caliber Caliber is a recruiting company that specializes in freight forwarding and logistics. Our vision is to become one of the nation’s top niches recruiting agencies known for our industry expertise and high-quality talent network. Not only will we strive to be diligent in our profession, but use the same level of commitment to be servant leaders within our community.

Please submit your resume for consideration.