Customer Success Manager - Remote

Overview

As a Customer Success Manager at Augment, you will be both a leader and an individual contributor, directly engaging with customers while coaching and developing a team of Customer Success Representatives (CSRs). We believe that managing is not just overseeing—it means doing the work alongside the team. We expect you to spend 30%+ of your time doing the work of CSRs. You’ll be expected to make calls, write emails, follow up, and take ownership of customer success efforts just as much as your team.

Your goal will be to ensure customer adoption, drive satisfaction, and work hands-on with brokerages, carriers, and 3PLs to integrate AI-driven automation into their workflows.

In Short

• Do what it takes; emails; calls; follow-ups; escalations; log in to systems, download, and customer visits to get work done on behalf of our customers.
• Manage, mentor, and develop a team of CSRs to drive customer adoption and satisfaction.
• Oversee customer support processes, ensuring fast response times and issue resolution.
• Optimize workflows for freight brokerages, carriers, and 3PLs, ensuring seamless AI integration.
• Monitor client performance and engagement, proactively addressing adoption gaps.
• Standardize training and best practices to help CSRs enhance customer onboarding and ongoing support.
• Act as an escalation point for customer concerns, working cross-functionally with engineering and product teams to resolve challenges.
• Analyze customer data and feedback to improve AI-driven automation and identify process improvement opportunities.
• Collaborate with the Customer Success Leader (CSL) to align strategies and ensure smooth communication across teams.

Requirements

• Ability to roll up your sleeves and personally handle customer interactions—this is not just a leadership role, it's a doer role.
• Must be located in the Chicago area and be willing to work in a hybrid capacity.
• 5+ years of experience in freight brokerage, logistics, transportation technology, or 3PL operations.
• 5+ years in customer success, client support, or account management roles.
• 3+ years of experience leading customer-facing teams, preferably within logistics or SaaS environments.
• Strong knowledge of TMS systems, 3rd-party logistics platforms, and workflow automation tools.
• Experience managing large-scale customer integrations and AI-driven automation solutions.
• Background in process optimization, program management, and cross-functional leadership.

Benefits

• Competitive Salary + Stock Options
• Comprehensive Health, Vision, and Dental Benefits
• Flexible PTO
• On-site Gym