Senior Manager of Customer Success

About Us:

Terminal builds software that digitizes, optimizes and automates the last major missing piece of the logistics technology value chain leveraging best-in-class machine learning. Our platform provides warehouse operators with the intelligence needed to optimize their usage of trucks, trailers, chassis, containers and personnel. These are the fundamental operating assets of commerce - and represent the last great frontier of untapped data. In the process, Terminal will address many industry-wide pain points, including compliance, manual processes, equipment location, phantom costs, and labor inefficiencies. Ultimately, Terminal will become the central nervous system for the yard, seamlessly connecting all data sources to support an extensive range of essential functions.

Overview:

Our world class vision engineering team has built an engine that can process the movement of trucks and containers in real time. It’s now time to unlock the potential of that engine by building SaaS applications that leverage the vision engine to transform the logistics industry.

We are seeking an experienced Senior Manager of Customer Success to join our growing team. In this role, you’ll serve as the primary post-sale contact for a portfolio of customers, helping them achieve their goals, drive product adoption, and ensure long-term satisfaction. You’ll partner closely with Sales, Product, and Delivery to deliver a seamless experience from onboarding through renewal.

Responsibilities:

• Own the customer relationship post-sale, acting as a strategic advisor and advocate.

• Guide new customers through onboarding and early adoption milestones.

• Monitor account health and proactively surface risks and opportunities.

• QBRs, and check-ins that are tailored to each customer’s needs.

• Collaborate with Product to triage issues and relay customer feedback.

• Drive customer retention and expansion through strong relationships and value delivery.

• Maintain accurate records of customer interactions and health metrics in our CRM.

Minimum Experience:

• Must be based in Austin, TX or willing to relocate.

• 7–10 years of experience in a customer-facing Customer Success role, with a strong and consistent track record managing complex B2B enterprise accounts—ideally within SaaS or B2B technology environments.

• Proven success managing multiple large-scale enterprise accounts simultaneously, with a focus on long-term relationship development.

• Demonstrated experience building and leading customer success teams or cross-functional account teams.

• Strong track record of designing and executing scalable processes, including QBR frameworks and account health programs.

• Deep experience in both commercial and technical account managament—able to confidentiality navigate renewal and upsell conversations while also diving into technical details with customer stakeholders and internal teams.

• Clear, empathetic communication skills and a knack for problem solving.

• Strong project management skills with an ability to juggle multiple accounts and priorities.

• Experience with Salesforce.

Preferred Experience

• Domain experience in supply chain, logistics, or transportation technology—familiarity with the challenges and workflows of enterprise customers in these industries is a strong plus.

• Experience in early-stage, high-growth, venture-backed startups.

• Proven track record of managing complex accounts and achieving retention and growth goals.

• Experience influencing internal teams and advocating for customer needs cross-functional.

What We Offer:

Joining the Terminal team means being part of a dynamic, innovative environment where your work directly impacts the future of logistics and the global supply chain. You will work closely with a team of experts passionate about operational excellence and technological innovation. We offer competitive salaries, a comprehensive benefits package, and opportunities for professional growth.