Customer Success Manager
About the role
Conduit is hiring a Customer Success Manager to own post-sales work across client onboarding, support, documentation, and success initiatives. The role focuses on SaaS client launches, customer success operations, and cross-functional coordination within logistics or supply chain software. Hybrid in Seattle, WA.
Responsibilities
- Lead onboarding for new clients, owning project coordination and tracking deliverables
- Manage high-complexity launches or integrations, collaborating with Solutions, Product, and Sales teams
- Ensure timely execution of onboarding tasks and client communications
- Monitor and triage client support tickets in the Pylon platform, with rotating shifts between 7am-5pm M-F
- Drive ongoing improvements to ticket workflows and support escalation processes
- Document recurring issues, resolutions, and product gaps
- Maintain and expand the Knowledge Hub Help Center, ensuring resources are current and accessible
- Input and categorize client requests, feedback, and feature ideas into internal systems
- Collaborate with internal stakeholders to align documentation with product updates and support needs
- Conduct 1-month, 3-month, and 9-month post-onboarding check-ins for all clients
- Gather client feedback and operational insights to inform renewal conversations with Sales
- Identify expansion opportunities through observation of client needs and product engagement
- Work with Product & Engineering to gather information on upcoming features/modules
- Support rollout of new product features through demos, training materials, and documentation updates
- Shape internal/external-facing product documentation in partnership with Product and Marketing
- Serve as the voice of the customer to Engineering and Product, translating open technical requests into clear ticket definitions
Qualifications
- 2-4+ years of direct experience in SaaS operations, client onboarding, or customer success
- Proven experience managing client launches or onboarding, especially in partnership with AE/AMs
- Familiarity with logistics software or systems (e.g., WMS, TMS, freight, 3PL tools)
- Experience in Logistics and Supply Chain, preferably with 3PL exposure
- Ability to travel up to 15%
- Demonstrated experience with Google Sheets or Excel
- Strong project management skills with ability to coordinate across multiple teams and priorities
- Direct experience handling customer support in a remote, written environment (Zoom/Google Meet, email, ticketing systems, chat)
- Ability to write clear, concise system documentation and instructional content
- Self-starter with excellent organizational and communication skills, who is deeply curious
- Strong problem-solving skills and a service-oriented mindset
- Demonstrable experience using AI to increase bandwidth, unblock work streams, or create new processes
Skills
Benefits
- Competitive compensation package with equity opportunities
- Comprehensive health, dental, and vision insurance
- Flexible vacation policy with a 2-week minimum
- Hybrid work environment (Seattle) with 3 days onsite per week
- Access to AI tooling to enhance productivity
- Strong, cross-functional team and customer base contributing product ideas
About Conduit
Air Traffic Control for Warehouses
Dock Scheduling, Yard Management, Driver Sign In, and more. We make software for warehouses and logistics teams to save time and money managing docks, gates, and yards. With dock, gate, and yard management modules, each module can easily be added on or used on its own. This makes Conduit the perfect fit for all types of operations. Best of all, if you have multiple facilities then Conduit can be configured differently at each facility, but provide you with a comprehensive view of your entire network. We are proud to be able to help supply chains of all sizes optimize their labor, increase throughput, and prepare for the work ahead.