Customer Success Manager

Summary

Burq is seeking a Customer Success Manager to own post-sale relationships with merchant and enterprise partners. The role manages onboarding, retention, growth, customer feedback, cross-functional issue resolution, account metrics, AI-enabled workflows, and scalable customer success processes.

Responsibilities

• Customer relationship management: onboard and launch new customers, serve as their primary point of contact, and build relationships with key decision-makers within customer organizations
• Retention & growth: monitor usage data and account health, identify and get ahead of churn risk, and run regular check-ins and QBRs
• Product feedback loop: be the voice of the customer internally, and help drive priority on our product and engineering roadmap
• Cross-functional coordination: partner closely with leadership, supply, support, sales, and product to resolve issues and drive outcomes for your customers
• Metrics ownership: own and report on ARR, churn, and NPS for your book of business
• Use AI tools day-to-day — drafting account summaries and QBRs, analyzing account health data, automating repetitive reporting, and accelerating issue triage — as a core part of how you work, not an occasional add-on
• Contribute to building scalable customer success processes as our team grows

Skills

• 3–5+ years in customer success, account management, or a client-facing role managing complex or enterprise accounts
• Experience in logistics, last-mile delivery, or supply chain operations — e.g., running dispatch or operations for a merchant with a delivery fleet, an operations or partner-facing role at a delivery provider, or experience at a logistics/freight company or carrier
• Comfortable working with APIs and technical integrations — able to understand how delivery/logistics platforms connect and speak credibly with technical stakeholders on both the customer and product/eng sides
• Proven track record onboarding customers and driving adoption, retention, and expansion
• Comfortable owning and reporting on account metrics like ARR, churn, and NPS
• Strong cross-functional collaborator — able to work across supply, support, sales, product, and leadership to drive outcomes for customers
• A growth mindset: treats ambiguity and problems as things to solve, not blockers to escalate and wait on
• AI-native — actively and fluently uses AI tools (Claude, ChatGPT, etc.) in daily work, and is quick to adopt new AI tooling as it becomes available
• Excellent communication skills — able to build relationships with key decision-makers and explain complex issues simply and clearly
• Comfortable with ambiguity, change, and building processes from scratch in a startup environment

Qualifications

Must Haves

• 3–5+ years in customer success, account management, or a client-facing role managing complex or enterprise accounts
• Experience in logistics, last-mile delivery, or supply chain operations — e.g., running dispatch or operations for a merchant with a delivery fleet, an operations or partner-facing role at a delivery provider, or experience at a logistics/freight company or carrier
• Comfortable working with APIs and technical integrations — able to understand how delivery/logistics platforms connect and speak credibly with technical stakeholders on both the customer and product/eng sides
• Proven track record onboarding customers and driving adoption, retention, and expansion
• Comfortable owning and reporting on account metrics like ARR, churn, and NPS
• Strong cross-functional collaborator — able to work across supply, support, sales, product, and leadership to drive outcomes for customers
• A growth mindset: treats ambiguity and problems as things to solve, not blockers to escalate and wait on
• AI-native — actively and fluently uses AI tools (Claude, ChatGPT, etc.) in daily work, and is quick to adopt new AI tooling as it becomes available
• Excellent communication skills — able to build relationships with key decision-makers and explain complex issues simply and clearly
• Comfortable with ambiguity, change, and building processes from scratch in a startup environment

Benefits

• Stock Options
• Performance-based Bonuses
• Fully Remote
• Comprehensive Medical, Vision and Dental Insurance