Customer Success & Growth Manager - Freight Forwarding/GSA/Shipping Line Industry

Role Overview

The Customer Success and Growth Executive will act as a strategic partner to our clients, primarily from the Freight Forwarding, GSA, and Shipping Line ecosystems. This role is pivotal in driving customer satisfaction, platform adoption, and account growth across designated territories. You will act as the voice of the customer internally while being a growth catalyst externally.

Key Responsibilities

Customer Success

- Onboard and manage a portfolio of B2B clients post-sales handover.

- Build strong relationships with key stakeholders in FF, GSA, and Shipping Line companies.

- Proactively monitor customer health metrics, usage, and feedback loops.

- Identify blockers and pain points and provide solutions through product expertise and support coordination.

Growth & Retention

- Drive revenue retention by identifying upselling and cross-selling opportunities.

- Engage dormant or low-activity accounts and turn them into active users.

- Create customized growth plans for strategic accounts, aligned with their business goals.

- Collaborate with Sales and Product teams to offer customized solutions and relay customer insights.

Analytics & Reporting

- Track KPIs such as NPS, churn rate, usage frequency, account health scores.

- Provide monthly and quarterly business reviews (QBRs) for clients.

- Use CRM and CS tools to maintain visibility and maintain data hygiene across accounts.

Regional Focus

- Mumbai & Ahmedabad: Focus on regional freight forwarders, shipping agents, and port-based businesses.

- Budapest: Engage with European logistics players, build relationships across multilingual environments.

Ideal Candidate Profile

Must-Have Experience

6-9 years in Customer Success, Account Management, or Sales within:

- General Sales Agency (GSA)

- Freight Forwarding

- Shipping Line/Shipping Agency

- Proven experience in driving client adoption and managing post-sales relationships.

- Exposure to international clients, preferably in logistics/SaaS platforms.

Preferred Attributes

- Tech-savvy with experience in CRMs (HubSpot, Salesforce) and CS tools.

- Strong communication and stakeholder management skills.

- Proactive problem solver with a consultative approach.

- Familiarity with INCOTERMS, cargo movement, and maritime trade flows.