What are the responsibilities and job description for the Customer Success Manager position at FRAYT?
Who We Are
At FRAYT, we've built a fantastic culture both internally and externally. Our Core Values
are Customer obsessed, Crave Innovation, Quality Driven, Transparent, Built on integrity,
Collaborative & Intentional, and A team of Owners. Our Vision is to become the #1
customer-centric delivery platform.
FRAYT is a "mid" stage startup with a digital platform that connects shippers directly to a
driver network ("Uber" for delivery). We provide on-demand, last-mile delivery services,
same-day, routes, hot-shots, LTL, middle-mile, and more. We are a true tech company
serving the transportation industry and are focused on scaling our market presence and
expanding our core products. We are on a Mission to make our customers’ lives easier
by simplifying their shipping needs.
Summary (Our Future Customer Success Champion)
FRAYT is looking for a Customer Success Manager responsible for customer
onboarding, retention, and growth across your account base. Reporting to the Senior
Director of Enterprise Accounts, this position requires an experienced salesperson
with a consultative and relational sales approach and a track record of successfully
growing and onboarding clients. You must be passionate about building long-lasting
customer relationships that promote retention. In this role, you will ultimately be
responsible for your success within your portfolio, ensuring incremental growth in
monthly recurring revenue, assisting with new logo acquisitions, and encouraging
customer success while providing the best service experience possible for our
customers.
This role is preferred to be located in or around one of the following areas:
● Cincinnati, OH
● Dallas, TX
Responsibilities (How You Will Contribute)
● Communicate with clients to ensure that all of their needs are understood and
addressed
● Build strong client relationships to retain and expand the existing business
● Increase overall user adoption of the product
● Collaborate with various internal departments to ensure that they fulfill all
customer requests
● Resolve complaints and keep track of all processes that pertain to the client’s
desires
● Act as the client’s advocate across the company to ensure their needs are met
with a focus on improving the customer experience
● Monitor client behaviors to understand their evolving needs and watch for
critical indicators to prevent lost customers
Qualifications (What You Will Bring)
● 5 years of selling, consulting, or account management experience with
increasing levels of customer responsibility
● Experience in freight and logistics preferred
● Successful track record of consistently delivering against sales quotas
● Experience selling at varying levels up to and including VP and C level
executives
● Strong interpersonal and presentation skills
● Outstanding verbal and written skills
● Problem-solving mindset with the ability to deliver results
● Willingness to travel (5%)
● Bachelor’s degree preferred
WHAT MAKES YOU AN EXTRA GOOD FIT
● Successful history growing new enterprise level accounts
● Startup experience growing an organization's revenue
● Supply chain or logistics business development
Benefits
As a growing startup, we are continually adding to our benefits offering at FRAYT. Along
with a supportive, transparent, and rewarding work culture, we are proud to offer the
following benefits:
● Health benefits (medical, dental, vision)
● 401K Plan
● Competitive Base salary
● Employee Stock Options
● Hybrid, remote-first working model with bi-weekly team meetings
● Generous PTO
● Company Holidays (9/ year)
● Parental Leave
● Phone allowance
Life at FRAYT
We know that having the right people with the right attitude and discipline is a big part
of what makes us successful. Living our values is an important part of being successful
in this role.
● We have a decentralized culture promoting individual and team ownership to
solve problems, recognize trends, and collaborate across departments with as
little management involvement as required.
● We promote transparency sharing monthly financials, progress, new
opportunities, problems or challenges, and goal tracking.
● We'll have your back when you need help - your colleagues want to see you
succeed and work hard to help you do so.
● We work hard and deliver amazing results to our customers - when you see our
loyal customer base, you'll be proud to be at FRAYT.