Customer Success Manager

About TradeWindow

At TradeWindow, we create innovative and intelligent software solutions used by leading exporters and freight forwarders. Our mission is to re-define the way businesses establish trust and share information across global supply chains. Inspired by a team of talented thinkers, an amazing culture, and strong growth trajectory – we strive to challenge the definition of possible.

Since launching in December 2018, we have grown rapidly to become a multinational team of talented professionals with operations spanning Australia, New Zealand and the Philippines. We are listed on the New Zealand Stock Exchange and are looking for highly skilled, motivated, and resourceful people to join our journey.

About The Role

As a Customer Success Manager, you will ensure customers derive maximum value from TradeWindow products while actively driving revenue growth through upselling to your client base. You will onboard new clients, foster strong relationships, monitor customer health, and meet defined sales targets by identifying and capitalising on expansion opportunities. This role requires freight industry expertise, technical aptitude, and strong account management or sales experience.

Key Responsibilities

• Customer Onboarding: Guide new customers through the onboarding process, providing training and support to ensure seamless adoption of TradeWindow products.
• Initial Customer Engagement: Build strong relationships with new clients, understanding their needs and setting them up for success.
• Monitor Customer Health: Assess customer usage and satisfaction, proactively addressing churn risks.
• Customer Retention Strategies: Develop personalised support and engagement plans to retain customers.
• Ensure Value Realisation: Help customers maximise the use of TradeWindow products through ongoing training and resources.
• Upselling and Sales Targets: Act as a trusted adviser, identifying opportunities for product expansion and upselling to meet or exceed sales targets within your client base.
• Enhance Customer Experience: Deliver a consistently excellent experience and act on customer feedback to drive improvements.
• Customer Advocacy: Represent customer needs internally, providing feedback to sales, engineering, and product teams.
• Collaborate with Internal Teams: Work with Operations, Technology, Revenue and Finance teams to resolve issues and ensure customer satisfaction.
• Operational Efficiency: Manage multiple customer accounts with strong organisational skills, meeting deadlines and commitments. Implement AI to streamline processes.
• Documentation and Compliance: Maintain accurate CRM, Rocketland and customer records.
• Continuous Learning: Stay updated on freight industry trends, customer success best practices and emerging technologies that will help streamline your role.
• Innovation and Improvement: Contribute to refining customer success processes and propose innovative solutions.
  
  

About You

• Experience: Proven experience in the freight and/or export industries.
• Technical Aptitude: Tech-savvy with the ability to learn and explain software solutions effectively.
• Account Management/Sales: Demonstrated experience in account management and/or sales, with a track record of meeting or exceeding sales targets through upselling would be useful.
• Communication Skills: Exceptional verbal and written communication skills to engage with diverse stakeholders.
• Organisational Skills: Strong ability to prioritise tasks and manage multiple customer accounts efficiently.
• Problem-Solving: Proactive approach to identifying and resolving customer challenges.
• Team Player: Collaborative mindset with experience working across departments to achieve shared goals.
• Compliance Knowledge: Familiarity with freight documentation and export regulations.
  
  

Why Join TradeWindow?

• Be part of a fast-growing company revolutionising the freight industry.
• Work with a passionate, collaborative team dedicated to customer success.
• Opportunities for professional growth and continuous learning.
• Competitive salary and performance-based incentives.
• Hybrid working options.
  
  

If you’re passionate about customer success, sales, and the freight industry, we’d love to hear from you!