Customer Success Manager

About Techdinamics
Techdinamics is a technology company specializing in simplifying and automating fulfillment operations. As a trusted partner for shippers, we provide a comprehensive suite of solutions that connect businesses with their customers, trading partners, business systems, warehouse platforms, and carriers.

From powerful integration services and order management capabilities to shipping label generation across 200+ carriers, real-time shipment visibility, and carrier auditing, our solutions help organizations streamline complex logistics workflows and scale their operations efficiently.

By eliminating manual touchpoints, reducing errors, and automating critical processes, Techdinamics helps customers achieve The Perfect Order Process and deliver exceptional fulfillment experiences.

Position: Customer Success Manager
Techdinamics is seeking a Customer Success Manager (CSM) to build long-term, trusted relationships with our customers and ensure they achieve measurable business outcomes through our solutions.

As a Customer Success Manager, you will own the post-sale customer relationship, guiding clients from onboarding through long-term adoption and growth. You will serve as a strategic advisor, helping customers maximize the value of Techdinamics’ products while driving retention, customer satisfaction, and expansion opportunities.

The ideal candidate is proactive, customer-centric, solutions-oriented, and comfortable working cross-functionally with Sales, Support, Operations, and Project Management teams.

Role Overview
Your primary mission is to ensure customers successfully adopt and leverage Techdinamics solutions to achieve their business objectives.

You will proactively manage a portfolio of customer accounts, monitor account health, identify risks before they become problems, and uncover opportunities to strengthen customer relationships and drive growth.

This role requires a balance of relationship management, business acumen, strategic thinking, and operational understanding.

What You Will Be Doing
Customer Success & Relationship Management

• Manage a portfolio of customer accounts and serve as their primary point of contact.
• Build strong relationships with key customer stakeholders.
• Guide customers through onboarding and adoption to ensure a successful transition from implementation to steady-state operations.
• Conduct regular business reviews and customer check-ins.
• Understand customer goals, operational challenges, and success criteria.
• Provide strategic recommendations to help customers maximize the value of Techdinamics solutions.

Customer Advocacy & Cross-Functional Collaboration

• Advocate for customer needs internally across Support, Operations, Product, and Sales teams.
• Coordinate with Project Managers during onboarding, implementations, and escalations.
• Ensure customer concerns are addressed promptly and effectively.
• Facilitate communication between customers and internal teams to drive successful outcomes.
• Help identify recurring customer pain points and contribute to continuous improvement initiatives.

Retention, Growth & Account Health

• Monitor customer health indicators, product adoption, and engagement metrics.
• Identify and proactively mitigate churn risks.
• Develop and execute customer retention strategies.
• Identify expansion opportunities and collaborate with Account Executives on upsell and cross-sell initiatives.
• Track customer feedback and recommend actions to improve the overall customer experience.

Operational Excellence

• Maintain accurate account records and customer activity within CRM systems.
• Develop a strong understanding of Techdinamics products, integrations, workflows, and services.
• Manage multiple priorities and customer relationships effectively.
• Stay organized, accountable, and proactive in all customer interactions.

Requirements & Skills

• Fluent English communication skills (written and verbal).
• Proven experience as a Customer Success Manager, Account Manager, Customer Experience Manager, or similar customer-facing role.
• Experience managing B2B customer relationships.
• Strong relationship-building and stakeholder management skills.
• Excellent communication and presentation abilities.
• Strong problem-solving and critical-thinking skills.
• Ability to analyze customer data and translate insights into actionable recommendations.
• Comfortable working in a fast-paced, technology-driven environment.
• Basic technical aptitude and the ability to understand software platforms, integrations, and operational workflows.
• Highly organized with strong attention to detail and accountability.

Nice-to-Haves

• Experience in logistics, supply chain, ecommerce fulfillment, shipping technology, or transportation management.
• Experience working in a SaaS environment.
• Experience using HubSpot or similar CRM platforms.
• Familiarity with shipping carriers, fulfillment operations, or warehouse management processes.
• Degree in Business, Communications, Customer Experience, Logistics, or a related field.

Key Success Metrics

• Customer retention and renewal rates.
• Customer satisfaction (CSAT) and relationship strength.
• Product adoption and engagement levels.
• Reduction of churn risk across assigned accounts.
• Successful onboarding and time-to-value for new customers.
• Expansion opportunities identified and generated.
• Overall health and growth of assigned customer accounts.

What Success Looks Like
Within the First 12 Months

• Build trusted relationships with key stakeholders across assigned accounts.
• Maintain a high customer retention rate.
• Drive measurable improvements in customer adoption and engagement.
• Proactively identify and mitigate customer risks before they impact retention.
• Successfully transition new customers from onboarding to long-term operational success.
• Generate qualified expansion opportunities in partnership with Account Executives.
• Become a trusted advisor who customers rely on for guidance and best practices.