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What you'd actually do: Own onboarding, retention and growth for a book of merchant and enterprise delivery-platform customers, reporting on ARR, churn and NPS.
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We're looking for a Customer Success Manager to own the post-sale relationship with our merchant and enterprise partners — from onboarding through renewal and growth. You'll be the primary point of contact and trusted advisor for our customers, the internal voice that champions their needs, and the person who keeps their accounts healthy and growing. You'll also work AI-native, using AI tools daily to move faster and solve problems most people would escalate and wait on. 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
●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
Investing in you 🙏
At Burq, we value diversity. We are an equal opportunity employer: we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
