Customer Success Manager

Summary

Portless is a dynamic 3PL provider helping merchants manage their direct supply chain through fulfillment and logistics services. The Customer Success Manager owns a portfolio of merchants, driving adoption, value realization, expansion, and renewals while improving operational performance and customer outcomes. The role also leads strategic reviews, manages escalations and churn risks, and coordinates with Operations, Product, and Engineering.

Responsibilities

• Lead Post-Launch Success: Ensure merchants reach operational "go-live" and early stability through rigorous success plans
• Drive Feature Adoption: Align merchant objectives with Portless capabilities to ensure they are utilizing the full potential of our platform
• KPI Operationalization: Define success for each account (speed, cost, delivery experience) and translate it into measurable performance metrics
• Proactive Health Monitoring: Use leading indicators like volume trends and exception rates to prevent issues before they impact the merchant
• Strategic Business Reviews: Lead MBRs/QBRs that prove value and align on priorities for the upcoming quarter
• Outcome-Driven Solutioning: Identify opportunities to improve merchant growth through value-added services such as order protection and inventory financing
• Build Business Cases: Conduct discovery and scope solutions that demonstrate clear ROI for the merchant
• Repeatable Expansion Plays: Contribute to internal playbooks for service-led growth
• Forecasting & Mitigation: Identify churn risks early and build internal alignment to deliver risk mitigation plans
• Escalation Management: Act as the senior point for complex concerns, driving root cause identification and corrective actions
• Internal Advocacy: Be the "voice of the merchant" while balancing operational constraints; drive accountability across Operations, Product, and Engineering
• Feedback Loops: Identify recurring friction and provide structured feedback to the Product team to influence the roadmap

Skills

• Fluent in English: Exceptional written and spoken communication for an executive audience
• 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role
• Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1
• Selling Comfort: Experience with services-led discovery and value articulation
• Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred)

Qualifications

Must Haves

• Fluent in English: Exceptional written and spoken communication for an executive audience
• 3+ Years in Customer Success: Proven experience owning renewals and growth outcomes in a relatable AM/CS role
• Analytical Mindset: Able to interpret operational data, find trends, and turn insights into action plans.1
• Selling Comfort: Experience with services-led discovery and value articulation

Nice to Haves

• Domain Expertise: Strong fulfillment, shipping, or e-commerce operations knowledge (3PL experience strongly preferred)